Four Ways the Crumbs REST API can Enhance Your Jira Instance

| Wed, January 25, 2023 | New Verve Products | 0 comments

Crumbs is our simple CRM that integrates with Jira and enables you to organise your customer information in context. The app automatically syncs organizations from Jira Service Management so that you can capture more information about them in one centralised location.

Now with the REST API, Crumbs can be customized to help align your teams and processes, solving all of your customer data management problems.

Here are four of our favourite use cases that illustrate the value that Crumbs can bring to your Jira instance:

1. Use our Simple CRM to automatically link customers to a portal

Problem

When a single portal is used to offer support for multiple customers, agents need to manually associate customers and organizations based on the reporter’s email address domain before being able to see the customer’s details.

A solution is required to link the customer to the request automatically.

Solution

By storing the domain in a field in Crumbs, an automation engine can read the field for each customer and assign it to the correct customer.

The automation engine can be built with Atlassian Forge or on any cloud platform of your choice, like AWS.

Outcome

Agents no longer need to manually link a customer to a portal and can instantly access the customer details saving your team time and money. Not only that but now your data is from a single source of truth so customer information can easily be used to inform support such as notifying SLAs.

2. Automatically sort JSM requests to the correct user for approval

Problem

Customers have different approvers and JSM agents need to manually add approvers to requests based on the customer. Therefore, a solution is required to add approvers to requests.

Solution

With an approvers field in Crumbs, the Crumbs API can be used to read the users and populate it into a Jira custom field. Workflows can be configured to allow only users of the field to transition the issue.

In conjunction with Jira Service Management, approvers can use the customer portal to approve requests.

Outcome

Users can now raise requests and associated approvers can approve (or decline) requests. Not only that but using Crumbs in this way streamlines and automates the workflow, making for speedier resolutions on approvals.

3. Automatically link sales and operations

Problem

Operations are not aligned with the sales team on the budget spent and reporting is difficult across multiple customers and their issues.

Solution

Automate the creation of issues using Jira automation with the Crumbs customer automatically linked between a sales pipeline and production workflows.

Outcome

Not only does this save time on creating issues and linking customers to issues, but teams are now aligned on customer details and context. You can also quickly report on issues using the Crumbs issue search.

4. Use Crumbs to link an external CRM to Jira

Problem

An external CRM is used to manage customers and currently needs to manually synchronise the customer list to Crumbs so that it can be linked to Jira issues.

Solution

Using the endpoints, a middleware can be built to integrate with the external CRM and Crumbs.

Outcome

This solution can save you time by removing the manual synchronising of customers and can reduce any errors when synchronising to Crumbs.

Do these use cases sound like they could help your team? Try Crumbs CRM for Jira for FREE on Atlassian Marketplace and find out first-hand how the app can enhance your customer information management.

If you’ve created an API use case of your own then get in touch to share. We’d love to hear how Crumbs has helped your team.