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Integrating Jira Service Desk with CustomerSuccessBox

Overview

CustomerSuccessBox supports integration with Jira Service Desk to pull in conversations and associated metrics. In this article, we list the steps and requirements to integrate Jira Service Desk with CustomerSuccessBox. 

 

Why should I integrate with the Jira Service Desk?

Integrating Jira Service Desk with CustomerSuccessBox with just one-click standard authorization enables you to:

  • View support conversations raised by your CustomerSuccessBox users in one single place

  • Configure Risk Alerts and Set up  Service Health on Total Critical Tickets, Critical Unresolved Tickets, Total Tickets, Total Open Tickets, and Last Support Request Created

  • Lists Accounts on Total Critical Tickets, Critical Unresolved Tickets, Total Tickets, and Total Open Tickets.

 

Step 1: Prerequisites for one-click integration

  • You need to have a paid account with JIRA Service Desk.

  • Your access to JIRA Service Desk must be equivalent to an Admin level for authorizing integration with CustomerSuccessBox.

  • Existing users must have email defined for themselves in either email or business email attribute.  This enables CustomerSuccessBox to identify support tickets raised by users of that account in LiveAgent with the users present at the Account level in CSB.

  • If your internal stakeholders like your CSM’s or Account Managers, raise tickets on behalf of customers, then in order to map tickets in CustomerSuccessBox at an Account level, we would need to custom map them, to the Account domain. For custom mapping, prices can vary, kindly discuss with your CSB Account Manager.

NOTE:

  • Conversations are synced once every day at midnight GMT along with associated support metrics.

  • JIRA Service Desk conversations take up to 6-12 hours depending on the volume of tickets once authorized to fetch in all relevant conversations. 

  • Risk Alerts, Service Health, and Lists can be set up instantly.

  • CustomerSuccessBox only syncs in tickets created in the last 6 months.

 

Step 2: Authorizing Access to JIRA Service Desk

Follow the steps below to authorize CustomerSuccessBox access to the JIRA Service Desk:

  1. Log in to your CustomerSuccessBox instance 



2. Navigate to the Integrations Hub from Settings > Integrations

 

3. Find and click on the JIRA Service Desk card under the Other Available Integrations (in All or Support section) and click Connect Now.



4. Once you click on Connect Now, you need to enter your Sub Domain (Copy the subdomain from your Jira Service Desk site URL without any special characters), your Email address if you are an Admin or have the permission to create an API Token and enter the API key generated. Learn more about generating a new API token

 

5. After entering the details, click Authorize. You’ll either see an alert of error if the credentials entered are incorrect in red or for successful verification in green on the top right side for few seconds.



 

 

That's it! Jira Service Desk is integrated with just the authorization. 

 

Step 3: How do I verify the data coming in


  • How would I know if integration is a success?

You can check if the integration is a success, by going to your CustomerSuccessBox instance, gear icon on the top right corner→ Integrations, and under Connected Integrations, you should see the JIRA Service Desk card with checked “Enabled” status is green.

 

 

 

 

  • Where do I check the data coming from the JIRA Service Desk?

You can find the customer where you are 100 % sure that tickets are associated with that account and the user's email address is the same as the requestor's email address of tickets. You can search the name of that Account, click on the "Tickets'' tab.

 

The tickets tab will show all the tickets, associated with that account.

 

  • How do I check the data coming from the JIRA Service Desk?

Create a list for testing purposes.

With the following criteria - Total tickets greater than 1 in last 90 days



Do not forget to enable the list after creation. You will see all accounts where tickets have been created in the last 90 days. You can open up an account, go to the tickets tab to see all the relevant tickets. 

 

 

FAQs:

  • If the user is not present in CSB, will the ticket get fetched?

Answer: No, we only fetch tickets of the users whose email address is present in CSB. You can definitely create a user in CSB & then tickets will get created & associated when integration runs next.

 

Contact Us

In most cases, you would have a dedicated Customer Success Manager who will be your point of contact for any queries or assistance. You may also,

  1. Initiate a chat directly from within CustomerSuccessBox. Use the chat option (under ? icon) on the top right navigation bar.

  2. Create a conversation from here

  3. Send an email to support@customersuccessbox.com



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  1. Bhuvan Gaur

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