Embed your Jira Service Management customer portal in your Outlook and let your customers quickly raise new requests without leaving Outlook.
Please note đź“Ś
The customer portal in Outlook can only be accessed, if the customer portal app is set-up in Microsoft Teams in the first place. Follow steps to set it up correctly.
Prerequisite
Configuration of customer portal app in Microsoft Teams
Useful links:
Set-up
Outlook
Go to the “more apps” section in your Outlook.
Click on “Add apps”.
Search customer portal
Use the search function to look for your customer portal.
Pick customer portal
Choose the customer portal you want to access in Outlook.
Click on “Add”.
Customer portal in Outlook
After you added the customer portal, you can now pin it to your sidebar.
You’re all set to create tickets from Outlook (just as you create tickets from MS Teams via the portal).
Create support tickets
Choose a request type
Select your request type and fill out the fields in the next step.
Raise a ticket
Fill out the fields as shown.
With the latest version of Microsoft 365 for Jira, Forms are fully supported in your customer portal app (in Teams and Outlook).
Raise a ticket
Create the ticket with a click.
Ticket created
After you click “create” a banner will appear in the customer portal, telling you that the ticket has successfully created.
My request tab
Just like in MS Teams, you get an overview of all (open, resolved) tickets right at a glance.
Click on an issue and get even more details about your ticket.
Share issues via email
Besides the customer portal in Outlook, you can also search for and share Jira issues via email - just like in Microsoft Teams.
Access the Smart Connect for Jira app just like you did with the customer portal.
Search Smart Connect for Jira
Via your sidebar, search for “Smart Connect for Jira” and add add it to your Outlook.
Add Smart Connect for Jira
When selecting the app, click on “Add” and go back to your Outlook inbox to access the feature.
Search for and share issues
Start a new email and access Smart Connect for Jira at the top our your Outlook inbox.
Choose the app …
Search for and share issues
… search for your issue and share it via email.
Share issue by email
Share important information with your team and allow them to access these information (in Jira) with a click.