Integrating to Jira Service Management (JSM)

You can integrate JSM with Sale CRM to sync customers & organizations, convert new tickets into sales, and more.

Setup

Unlike Slack, you do not need to do any particular setup for JSM as it will use your default instance name (e.g: 123.atlassian.net). To enable the integration, you will need to click on the toggle on the right side of the screen, when the switch goes to the right side and the color changes to blue, then it is on.

Mapping JSM Fields to Sales CRM

When you initially activate the JSM integration, you will be prompted to map fields from JSM to the relevant Sales CRM deal fields. In other words, you can map JSM fields to a new Deal in Sales CRM so that when the integration triggers, Sales CRM will create a deal and populate the information (e.g: Name, and Description) with the information from JSM.

Open

Note

• You can map Custom fields in Deals with fields from JSM. (To add a Sales CRM custom field: Deals → Grid View → Add column → New Field)

• You can add custom fields from JSM as long as they are simple text (e.g: In your Support form, you can ask customers extra relevant information and map it with the integration).

Related types of actions

Events:

• Issue Created: This action will trigger when an issue/ticket is created in JSM

• Customer Created: This Action will trigger when a customer is created in JSM, either via “sign-up” or manually added (https://support.atlassian.com/jira-service-management-cloud/docs/manage-customer-detail-fields/ )

• Customer Updated: This Action will trigger when someone edits the customer detail fields

Actions:

• Convert to a sale: This action will only be selectable when the JSM automation event “Issue Created” is chosen. The automation will gather the customer data from the ticket and create a deal automatically based on it, with the ticket as the associated issue.

• Convert to a contact: This action will only be selectable when the JSM automation events “Customer is Created” or “Customer Updated” are chosen. This will automatically convert the customer information from JSM into a contact.