B2B Customer Service Management

Challenge

Disconnected data and hidden customer signals

When key information is scattered, customer signals go untracked, and feedback is missing. Customer service teams are under pressure to deliver faster, smarter B2B support but persistent barriers hold them back:

Lack critical business context at intake and through the request lifecycle, forcing agents to chase information across internal tools or through back and forth with the customer before they can act.

Fragmented and incomplete customer experience insights, leaving customer service teams without clear drivers for improvement and prioritization

These gaps don’t just slow your team down, they limit your ability to build a service operation that’s data‑driven, proactive, and relentlessly customer‑centric.

Solution

Unify customer context and experience insights to deliver higher satisfaction

Elements apps unify customer context, feedback, and operational insight right inside Jira Service Management. Customer support teams get:

Instant access to critical customer context from CRMs, ERPs, and asset systems, pulled live into every Jira issue

Clear visibility on ticket details and SLAs, so agents and customers stay aligned on status and next steps

Embedded CSAT and XLA tracking, linking customer satisfaction to operational data like resolution time and ticket volume

Actionable insights to improve your service catalog based on real usage, enabling you to refine request types, eliminate friction, and continuously refine catalog items

With Elements, you turn Jira Service Management into a proactive, data‑driven hub that empowers your team to deliver exceptional B2B experiences at scale.

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The Solution: Experience Management that puts people first

Benefits

`Customer context at your fingertips`

Streamlines request intake and provide agents with the necessary customer context by pulling real-time data from your CRM, ERP, or asset tools into Jira issues

`Clear visibility on every request`

Give both agents and customers visibility into ticket progress, SLA status, and sub-task completion. Ensure everyone knows what’s happening, and when.

`Measure customer experience`

Correlate operational metrics with customer satisfaction – right inside Jira. Track CSAT, surface insights, and identify improvement areas across the entire support journey.

`Align service catalog with customer expectations`

Monitor how your service catalog is actually used. Spot friction, optimize offerings, and align your services with customer expectations based on data, not gut feeling.

Use cases

Guide service request intake with dynamic cascading fields

Streamline service requests with smart, pre-filled fields. Use Elements Connect to auto-populate cascading field options in Jira based on external CRM or asset data, so customers only see what’s relevant. This speeds up intake, ensures data accuracy, and reduces back-and-forth for agents.

Display customer information and deals from CRMs to Agents

Empower agents with immediate access to key account details such as contract status, deal details, or account tier, fetched live from Salesforce or other CRM tools. No need to switch tabs or request info, Elements Connect embeds it directly into the Jira issue view.

Gain customer experience insights blending customer feedback and operational data

See what customers feel and why.
Use Elements Pulse to blend CSAT scores with operational metrics like ticket volume or resolution time. Get a clear picture of which experiences drive satisfaction (or don’t) and uncover where to optimize your service delivery.

Monitor and optimize your service catalog based on real usage

Fine-tune your service catalog based on real usage.
With Elements Catalyst, monitor which request types get used and which don’t. Identify confusing entries, optimize naming and workflows, and make your catalog work better for customers and agents alike.

What’s Included?

Structured, dynamic data intake from external systems, so customer requests land in Jira complete, clean, and actionable.

Bridge the communication gap with rich context displayed directly on the JSM portal , so users stay informed and trust the process.

Capture customer sentiment through real-time feedback and Experience Level Agreements (XLAs) so you can measure what SLAs don’t: how people feel about the service they receive.

Design smarter, user-centric service catalogs that make it easy for users to find the right help, boosting efficiency and satisfaction in every request.

Ready to take Customer Service to the next level?

Get started with rapid, personalized B2B customer service and turn it into a strategic advantage.

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FAQ

How does the solution work?

The apps packaged into this solution are a collection of 4 Marketplace apps:
– Elements Connect (external data fields for Jira)
– Elements Overview
– Elements Pulse – customer experience insights for JSM
– Elements Catalyst
They are available to try free for 30 days and provide a comprehensive, 360° view of the service journey inside Jira Service Management.

Can I start with one app?

Of course! You can start with a single app and add more depending on your needs.
If you would like to be advised or discussed your needs, you can book a demo.

Where is my data stored?

Elements Overview, Elements Pulse and Elements Catalyst run on Atlassian’s infrastructure, so your data is securely stored in your Atlassian site.
Elements Connect safely store app data in a database hosted in an AWS Data Center in North Virginia, USA.
We’re part of the Atlassian Marketplace Cloud Security Program, and our apps are Cloud Fortified, the highest security level for Marketplace Partners. For more details, visit our Trust Center.

What external systems can I connect to with Elements Connect?

Elements Connect allows you to pull external data from any databases and most of REST API based data sources.
Among others, you can connect to:
– Salesforce
– Monday
– ServiceNow
– Google APIs
– HubSpot
– Microsoft Graph
– Azure Active Directory
….

What data is used to compute customer satisfaction metrics?

Elements Pulse and Elements Catalyst collect data from Jira Service Management projects, including operational metrics like SLAs, service catalog usage, and relevance. These insights are aggregated into real-time dashboards and reports to help IT teams track service quality, user satisfaction, and catalog performance.

Explore our solutions

Experience Management for JSM

Deliver user-first support: turn real feedback into actions that reduce friction, cut escalations, and boost satisfaction.

Cross-team Collaboration

Unify IT, business, and partners with streamlined workflows that cut friction, sync progress in real time, and scale support without extra headcount.

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