At first, the CRM application should be added to your Jira. Read how to find, add and manage the Cloud apps (Atlassian documentation).

The app should be configured in advance, the CRM app settings are located at Jira Administration → Apps → Teamlead CRM and are accessible for a user with Jira Admin rights.

CRM Objects and Concepts

The app provides special sections to keep structured information about your customers:

You can use them both or separately according to business needs. Contacts can be organized to Companies. As for such an important CRM-object as sales, the app concept considers using Jira issues as sales (read more). The CRM functionality includes linking customers to Jira issues. In case you directly contact your customers using Jira you can synchronize Contacts to Jira users so a contact (and therefore a company) could be auto-defined for a user who reported the issue.

User Types

Speaking of rights in the context of CRM using, there are 2 main user types working with the application:

  • Jira Admin – configures the app, manages issues & workflows, defines the CRM access. Check the Admin's Guide to figure out how to set up the CRM and handle the particular use cases.
  • Others – regular Jira users who work with CRM entries directly in the CRM or within the issues. Check the User Guide to have an idea of CRM functionality for regular users.

Quick Start

There are several typical use-cases that may need slightly different settings.

CRM customers are users or Service Desk customers

In case you communicate with your customers via Jira CRM provides you the following functionality:

  • it identifies the Reporter, automatically associate them with a CRM Contact
  • it auto-populates the CRM Company in the Jira issues accordingly (as a CRM contact can only be linked to one CRM Company)

How to set up:

  1. Adjust the templates of the CRM companies and contacts if required.
  2. Fill in the list of companies.
  3. Add all persons you are going to communicate with as Jira users (they may be unlicensed or not, as required).
  4. Synchronize Jira users and contacts – the contacts will be created automatically for all Jira users.
  5. Define a company for each contact via a CRM Company attribute.
  6. Set up company auto-population in Jira issues.
  7. Configure filters, reports.

You don't communicate to your customers via Jira

In this case, your customers only exist in Jira as reference data. You can use the model described above as well if you'd like to select a reporter and auto-populate the CRM company by them. As another variant, you can manually select a CRM company in Jira issues.

How to set up:

  1. Adjust the templates of the CRM companies and contacts if required.
  2. Fill in the list of companies.
  3. Optionally fill in the list of contacts.
  4. Set up manual company defining in Jira issues.
  5. Optionally put the Company custom field to the create/transition screens. The web-section will allow you to select a company within the view screen.
  6. Configure filters, reports.