Smoother communication in the payment industry with Microsoft 365 for Jira

At Atlassian Team Europe, Nicat Nagiyev, Head of Business Solutions at Computop, shared how his teams connect Jira with Outlook using Microsoft 365 for Jira. Computop is a global payment service provider offering secure online, mobile, and in-store payment solutions for merchants. Its teams use Jira to manage structured tasks, internal workflows, and complex project portfolios within their Enterprise Resource Planning infrastructure. His example demonstrates a payment industry Jira integration in practice: the app improves internal work and customer communication.

The customer challenge: Unclear ownership in shared mailboxes

Computop initially introduced Jira to solve a responsibility problem. Multiple employees had access to shared mailboxes, making it difficult to see who was handling each customer request. Jira provided clear ticket ownership.

However, the team soon identified another gap: work was managed in Jira, while the related customer conversations remained in Outlook. Employees still needed to search across different systems to understand a request. Important details could be missed, especially when responsibility changed or a colleague was unavailable.

The implemented workflow: Connecting Outlook emails with Jira

After evaluating and extensively testing Microsoft 365 for Jira, Computop introduced the app across the company. Sales and internal sales teams use the Outlook integration to add relevant emails directly to Jira work items. Customer communication and structured ticket information are therefore accessible in one place.

This is particularly useful during handovers. If someone is absent or another employee takes responsibility for a customer, the colleague can review the available communication from the Jira work item instead of reconstructing it from a shared mailbox

The outcomes Nicat observed

Nicat highlighted three practical improvements:

• Clearer ownership of customer requests.
• Better transparency between Outlook communication and Jira work.
• Easier handovers when responsibilities change.

Earlier process measurements showed that gathering the information required for a customer request took approximately 20 minutes because employees had to check several applications. Nicat’s future goal is to reduce this to around 15 minutes through further integration, process optimization, and automation.

Payment industry Jira integration: A Teams-first vision for Jira Cloud

Computop currently uses Jira Data Center and plans to move to Cloud. Nicat’s vision is to make Microsoft Teams the central starting point for collaboration. Jira and Jira Service Management could become accessible through Teams, allowing employees and customers to request help without repeatedly switching between Teams, Outlook, Jira, and service management interfaces.

Bonus vision: Connecting Microsoft 365 communication with Jira Cloud work items creates richer context for more useful AI-generated summaries, descriptions, and other AI-assisted workflows.

What Jira administrators can take from this

Start by mapping how requests enter shared mailboxes and where ownership becomes unclear. Define which email content should be connected to Jira, then test permissions, required fields, and handover scenarios with a pilot group.

A Cloud migration can also provide an opportunity to reconsider how users access Jira. The Microsoft integration in Jira Cloud provides access to a broader range of collaboration capabilities, including cloud-specific features across Microsoft Teams, Outlook, and Microsoft To Do. These options can reduce tool switching and help teams collaborate more efficiently.

Connecting Microsoft 365 and Jira in the payment industry

Nicat’s example shows how Microsoft 365 for Jira can improve communication inside a payment company without changing its core systems. Outlook remains familiar to sales teams, while Jira provides ownership, workflow structure, and a shared record of customer context.