Prism
for Jira Service Management
Your customers are asking “Is anyone working on this?” — can you answer them?
When a customer submits a request, the clock starts ticking — not just on resolution, but on trust. Every unanswered “what's the status?” chips away at confidence in your team. Meanwhile, your engineers are heads-down shipping. The work is happening. Your customers just can't see it.
Prism fixes that.
Prism connects your Jira Service Management requests directly to the Jira Software work items your team is actually building. No manual updates. No copy-pasting status emails. No customers left wondering.
For Your Customers
The moment a request is linked to a work item, progress appears automatically on their portal — a live progress bar, completion percentage, and target date, updated in real time as your team moves through the work. They see progress. They feel confidence. They stop asking.
For Your Agents
Link any JSM request to one or more Jira Software epics, stories, or tasks in seconds. Post a public update directly from the panel — it becomes a customer-visible comment instantly. See exactly how far along the work is without leaving the ticket.
For Your Admins
Control everything from a central admin panel. Choose which Jira Software spaces are visible. Set default display preferences across your entire organization, then let individual projects override them. Progress bars, children counts, target dates — all configurable at the global or project level.
The Result
Customers who feel like partners in the process — because they are.
Bridge the gap between customer requests and engineering work. Prism connects JSM tickets to Jira Software issues and surfaces real-time progress directly on the customer portal — so your customers always know what's happening, without anyone having to tell them.