How to import new customer details in JSM
Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.
To use this feature, turn on Customer and organization profiles on the Features page in Project settings
Summary
You have the option to import your customer's details conveniently from a CSV file. This feature allows you to populate existing fields with relevant values. However, it's important to note that this process will neither add new fields nor import new customers or organizations.
If you wish to import details for currently non-existent fields, the necessary fields must be created before initiating the import. Doing so ensures the successful import of all the desired information.
Environment
- Jira Service Management Cloud.
Solution
Importing New Customers and their Details using CSV
Currently, our system does not support importing new customers and their related details directly from a CSV file. However, we can import existing customers along with their respective fields if they are already present in the service desk project.
Scenario: Let's suppose we have 10 new customers along with additional details, such as their department.
Step 1: Import New Customers
- Import the new customers using their email addresses.
- Navigate to the respective project or portal's user management directory.
- Go to: Projects > Project Name > Customers > Add Customers.
- Enter a comma-separated list of email addresses.
- You can invite multiple people by separating email addresses with commas or semi-colons.
- Alternatively, if you have a .CSV file, you can paste the data into the invite window.
Once Step 1 is completed:
- New customers will appear in the service desk project under the customer tab.
- They will also be visible in the Portal only Customer Accounts or User management page, depending on the settings of the global customer access page (Cog Wheel → Products → Customer Access).
Step 2: Add customer details Fields
From your service project, go to Customers.
Select the name of any customer
Then select Edit details.
Select Create field to create a new detail field.
Enter a label that describes the detail you want to capture. (for example, "Country" or "Region").
Select a type for the detail field:
Text for plain text
Single-select dropdown to select one value from given options
Multi-select dropdown to select multiple values from given options
Email to add email address
URL to add web links
Date to add a date
Number to add a numerical value
Phone number to add a contact number
Step 3: Import Customer Details from CSV
Set up your CSV file to include both email addresses and department details.
- The file should have a comma-separated list of email addresses along with their corresponding departments.
Go to: Projects > Project Name > Customers > [Select Customer] > [Customer Profile].
Click to view the profile of any customer.
Add the custom field (department) as required.
Import the CSV file containing both email addresses and department details.
Upon completion, your CSV file should resemble the following:
By following these steps, you can efficiently import new customers and their associated details into your service desk projects.
Additional Guidance: Utilizing a Video Tutorial
Alternatively, you can opt to follow along with a video tutorial for further assistance.
Transition from New to Existing Customers: Upon creation, these newly added customers transition into the realm of existing customers. You can follow a similar process if you wish to incorporate additional fields, such as 'Country' and 'Region' into the service desk project. Prepare a CSV file structured in the same manner: (Email, Country, Region).
Upon completion:
- You'll find that the newly added fields, alongside the 'Department', are populated with values corresponding to each customer.
- Reference video
Kindly be aware that any columns with headers that do not perfectly match a custom detail field name will be disregarded. It is crucial that the name used in the CSV file is identical to the field name in Customer Details.
By adhering to these instructions, you'll be able to seamlessly manage and expand the information associated with your customers within the service desk project.