How Alicia Saves the Day with JSM Interactions in Atlas CRM

Customer interactions don’t just happen in sales meetings or through email threads. A significant portion of valuable conversations takes place within support tickets. With our latest update, we’re bringing Jira Service Management (JSM) requests directly into Atlas CRM’s interactions feature. This integration provides your team with a comprehensive view of every customer touchpoint, all in one place. By capturing JSM requests alongside emails and meetings, sales reps can now have instant visibility into support conversations, ensuring they’re always up to date on customer issues.

We’ll also take a closer look at Alicia, who you’ve met before in another blog, to show how she uses this feature and why it’s essential for managing client conversations effectively.

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Meet Alicia
Alicia is our sales rep persona—organized, proactive, and always focused on delivering great client experiences. She represents the challenges and goals of real sales professionals who rely on Atlas CRM to stay ahead and build stronger customer relationships.

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Why Track JSM Requests in Atlas CRM?

Support and sales often work in silos, missing the collaboration Atlassian’s system of work makes possible. By integrating JSM requests into Atlas CRM, we break down those barriers. Now, when a support request is created or updated, it shows up automatically in Atlas CRM, giving sales reps the visibility they need without having to dig through multiple tools. This integration ensures your sales and support teams are always on the same page, leading to more cohesive customer engagement.

How It Works: Logging JSM Requests as Interactions

As soon as a new request is created or a reply is added in JSM, it’s automatically logged as an interaction within Atlas CRM. Alongside emails from the Gmail app (and Outlook on the way) and meetings, your sales team gets a complete view of customer activity right in the CRM interactions tab. It’s a straightforward way to keep everyone informed without manual updates.

Linking Participants and Sales to JSM Requests

One of the key benefits of this integration is the ability to link participants or sales to JSM tickets in Atlas CRM. When you do this, those participants also appear on the ticket in the Atlas CRM glance within Jira, giving your JSM agents instant insight into who’s involved—whether it’s a sales rep, account manager, or key contact from the customer’s side. This context might reveal a big opportunity with the customer, helping agents solve the ticket more effectively and avoid potential escalations. By keeping both support and sales teams aligned, this feature ensures a more coordinated and proactive customer experience.

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How this helps sales reps like Alicia?

1. Saving a Key Client from Leaving

Alicia, our sales rep, starts her day with a fresh brew and a quick check of the Atlas CRM interactions page for one of her top clients in the manufacturing industry. As she reviews recent emails and meeting notes, something catches her eye—a JSM ticket from the client about a critical issue impacting their daily operations. Without this integration, Alicia might have gone into her upcoming meeting unprepared, unaware of the frustration brewing on the client’s end.

Now, with JSM requests logged in Atlas CRM, Alicia sees the issue during her morning review. She immediately reaches out to the support team, gets an update, and contacts the client with the reassurance they need: “I saw your support request is already being handled, but I wanted to personally check if there’s anything else we can do for you.”

Instead of frustration, the client feels valued and heard. This is why we built Atlas CRM, to connect the dots between sales and support like this, turning a potential crisis into a stronger partnership.

2. Avoiding Awkward Conversations

Alicia knows how one missed detail can make or break a call. In the past, clients would mention unresolved issues she didn’t know about, forcing her to backtrack and promise follow-ups.

With JSM interactions in Atlas CRM, that’s history. Now, Alicia starts her day by checking the latest updates. She spots an open ticket for a financial services client and confirms with the support team that it’s being resolved.

When she calls the client, Alicia opens with: “I saw your team reported an issue with [specific feature]. It’s being handled, but let me know if there’s anything else you need in the meantime.”

The client appreciates her proactivity. What could have been uncomfortable becomes an opportunity to strengthen trust.

3. Keeping Tabs on Long-Term Opportunities

Alicia also uses the JSM integration to stay ahead of potential issues with long-term clients. One day, she notices a support ticket from a retail client that had gone quiet after an initial deal months ago. The ticket isn’t critical but highlights a minor frustration with their existing setup—something Alicia hadn’t been aware of.

With this insight, Alicia reconnects, schedules a follow-up, and discusses upgrades to solve their challenges.

What could have been a lost client turns into a renewed opportunity, all because Alicia had the right visibility at the right time. These moments of reconnecting wouldn’t happen without the JSM requests feeding into Atlas CRM, and that wouldn’t happen without Atlas CRM being the #1 native CRM is it.

How do I set it up?

Getting started is easy. Go to Atlas CRM settings, navigate to JSM connect, and enable your projects. Once activated, you can link participants or sales directly from Atlas CRM to your JSM tickets.

Integrating JSM requests into Atlas CRM is our way of simplifying customer management within Atlassian’s system of work. By bringing support conversations into your CRM, you’re empowering your teams to act on customer needs more effectively.

Start your free trial in the Atlassian marketplace. Do you want to learn more about using custom JQL with Atlas CRM ? Check out our documentation for more information or contact us via our support channel.

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