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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 out the steps and requirements to integrate Jira Service Desk with CustomerSuccessBox. 

Why should I integrate with Jira Service Desk?

Integrating Jira Service Desk with CustomerSuccessBox enables you to 

  • View support conversations raised by each customer in one single place
  • View Service metrics
  • Configure Risk Alerts on Overdue Tickets, Total Tickets Raised, Critical Tickets
  • Set up  Service Health
  • Segment Accounts on Overdue Tickets, Total Tickets Raised, Critical Tickets

Authorizing Access to Jira Service Desk

Follow the steps below to authorize CustomerSuccessBox access to Intercom

  1. Log-in to your CustomerSuccessBox instance 
  2. Navigate to the Integrations Hub from Settings > Integrations
  3. Find and click on Jira Service Desk under Available Support Integrations 
  4. Copy the API Token from Jira Service Desk. Learn more about generating a new API token
  5. Copy the subdomain from your Jira Service Desk site URL
  6. Enter API Token, User Name and subdomain in the respective fields
  7. Click Authorize

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

You will now be able to:

  • View conversations associated with existing CustomerSuccessBox users from under the Tickets tab of a  CustomerSuccessBox Account
  • View Service metrics based on support conversations
  • Configure Risk Alerts on Overdue Tickets, Total Tickets Raised, Critical Tickets
  • Set up  Service Health
  • Segment Accounts on Overdue Tickets, Total Tickets Raised, Critical Tickets
NOTE:
All conversations belonging to existing users in CustomerSuccessBox are synced from Jira Service Desk once everyday 12 AM GMT

Prerequisites for One-click Integration

Users must already exist in CustomerSuccessBox with valid email address(es).  This enables CustomerSuccessBox to identify users in Jira Service Desk. 

NOTE:
  • Conversations are synced every 24 hours along with associated support metrics.
  • Jira Service Desk conversations take up to 30 minutes from authorization to fetch in all relevant conversations. Risk Alerts, Service Health, and Segments can be set up instantly.

Your Customer Success Manager will discuss the different options available to you for bringing in data from Jira Service Desk during the kick-off call.

Integration Configuration

Pulling Conversations from Jira Service Desk to CustomerSuccessBox

All conversations belonging to existing users in CustomerSuccessBox are synced daily from Jira Service Desk. Existing users must have email defined for themselves in either email or business email attribute.

Creating new users from Jira Service Desk

We can support creating new users in CustomerSuccessBox from Jira Service Desk by:

  1. Identifying unique identifier for CustomerSuccessBox Account in Jira Service Desk's Organizations Object
  2. Identifying unique identifier for CustomerSuccessBox User in Jira Service Desk's User Object

Our team configures integration to roll this out. To initiate a request contact us or reach out to your dedicated Customer Success Manager

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 chat option from Chat icon in left side navigation bar
  2. Create a conversation from here
  3. Send an email to support@customersuccessbox.com
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  1. Deepshikha Chakraborty

  2. Posted

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