Surface open Jira tickets before a renewal call
Images on this page are for illustrative purposes only. Example outputs in this play are illustrative — the structure, fields, and format reflect real Lusha, Gmail, Calendar, and Jira connector output, but were not pulled from a live session. Run the prompt with your own data and connectors to see live results. Personal details in any live examples are masked or abbreviated for privacy.
A customer raises an open support ticket on a renewal call. The CS manager didn’t know it existed. The renewal stalls. This Claude prompt searches Jira for every open ticket related to a customer before the call, checks Gmail to confirm whether the customer was notified, finds the meeting in Google Calendar, and validates the contact via Lusha. Walk in knowing what’s open, what’s resolved, and what to address first. The Atlassian connection covers both Jira and Confluence — one connection, both tools.
The prompt
This prompt may contain placeholders — look for [BRACKETS] and fill them in.
<context>
I have a renewal or QBR call coming up with an existing customer. Before I join, I want to know whether there are any open Jira implementation or support tickets related to this account — things the customer might raise, things that are unresolved, or things that signal a risk to the renewal.
My renewal call:
- Customer company: [COMPANY NAME]
- Call type: [RENEWAL / QBR / EXPANSION / HEALTH CHECK]
- Primary contact: [NAME AND TITLE — or "find via Lusha"]
- Jira project keys to search: [e.g. "CS, IMPL, SUPPORT" — or "search all"]
- Calendar event: [EVENT NAME OR "find next call with [COMPANY] in Calendar"]
</context>
<task>
1. Find the upcoming call in Google Calendar — confirm date, time, and attendees.
2. Search Jira for any open or recently resolved ticket related to this customer:
- Search by company name and domain across all specified project keys
- Return: ticket number, title, status, priority, created date, last updated
- Flag any ticket that is HIGH or CRITICAL priority
- Flag any ticket open for more than 30 days
3. Use Lusha to validate the primary contact:
- Still at the company in the same role?
- Any account signal in the last 30 days?
4. Search Gmail for any thread where the customer raised a concern related to any open Jira ticket:
- Did the customer email about this issue?
- Was a resolution or timeline communicated back?
- Is the customer currently waiting on something?
5. Return a pre-renewal Jira brief:
CUSTOMER: [name] · [contact verified status]
CALL: [date, time]
ACCOUNT SIGNAL: [Lusha finding or "none detected"]
OPEN TICKETS: listed by priority — ticket number, title, days open, customer notified (yes/no)
RESOLVED RECENTLY: any ticket closed in the last 60 days
RISK RATING: GREEN / AMBER / RED
RECOMMENDED PREP: one specific sentence on what to address proactively
</task>
<constraints>
- Any HIGH or CRITICAL priority open ticket = RED — regardless of age.
- RECOMMENDED PREP must name the specific ticket, not give generic advice.
- No Jira tickets found = GREEN — that's a strong renewal signal.
- Customer notified status must come from Gmail — don't assume.
</constraints>What you'll get back
The situation: A CS manager has a renewal call with Crestline Software tomorrow. Running the brief tonight.
Pre-renewal Jira brief — Crestline Software
CUSTOMER: Crestline Software · R.V., VP Revenue Operations ✓ confirmed at company CALL: Tuesday June 3, 10am — Renewal review ACCOUNT SIGNAL: Sales headcount up 22% in last 30 days — active hiring in AE and SDR roles
OPEN TICKETS
| Ticket | Title | Priority | Days open | Customer notified |
|---|---|---|---|---|
| CS-412 | HubSpot connector intermittent sync failure — Crestline | 🔴 HIGH | 17 days | ⚠ No |
| IMPL-89 | Custom field mapping request — VP Ops function filter | 🟡 Medium | 34 days | ✓ Yes — update sent May 14 |
RESOLVED RECENTLY (last 60 days)
CS-388: Data refresh rate on batch enrichment — resolved April 29. Customer was informed via email May 1.
RISK RATING: 🟡 AMBER
One HIGH priority open ticket (CS-412) — HubSpot sync failure. Customer has not been notified. Not CRITICAL because the failure is intermittent, not a full outage. However the renewal call is tomorrow and R.V. may raise it independently if the SDR team has noticed.
RECOMMENDED PREP
Address CS-412 at the start of the call before R.V. has to raise it: “I want to flag an intermittent HubSpot sync issue we’ve been tracking — here’s the current status and the fix timeline.” Don’t wait for the customer to bring it up.
Illustrative example — fictional company names used. Run with your own data to see live results.
Why use Lusha in Claude
Lusha in Claude brings together three signals that no single system surfaces alone. Jira holds the technical record — what’s open, what’s resolved, how long it’s been sitting. Gmail holds the communication record — whether the customer knows about the issue. Lusha holds the relationship record — whether the contact is still at the company and whether any account signal changed the context. A renewal call prepared from Jira alone misses whether the customer was notified. One prepared from Gmail alone misses unlogged support tickets. One prepared from Lusha alone misses the operational picture entirely. The combination is what turns a renewal call from a reactive conversation into a proactive one — the CS manager surfaces the open ticket before the customer does, because Lusha in Claude checked all three sources before the call started.
Data drawn from 300M+ verified contacts under GDPR, CCPA, SOC 2, ISO 27701, ISO 31700, and TRUSTe.
FAQ
Does the Atlassian connection cover both Jira and Confluence?
Yes — one Atlassian connection covers both Jira and Confluence. Connect once and all Atlassian plays in the library work: Jira ticket creation, Jira issue search, Confluence page creation, and Confluence search. No separate connection needed for each product.
What Jira project keys should I search?
Start with the projects your CS and implementation teams use — typically CS, IMPL, SUPPORT, or ONBOARD. If you’re unsure of the key, ask your Jira admin or check the URL of any existing ticket (the key is the prefix before the ticket number, e.g. CS-412). Searching “all” works but returns broader results — narrowing to relevant projects gives a cleaner output.
What if a customer has dozens of open tickets?
The prompt returns all open tickets sorted by priority. For accounts with high ticket volume, focus on HIGH and CRITICAL first — these are the ones most likely to affect renewal. MEDIUM tickets older than 30 days are worth acknowledging on the call but rarely block a renewal unless the customer has been chasing them.
How often should I run this before customer calls?
Before every renewal, QBR, and expansion call. For weekly check-ins with strategic accounts, run it monthly — the ticket landscape doesn’t change daily, but a new HIGH priority ticket can appear any time. Pair this with the customer health prompt for a complete account health picture before quarterly reviews.
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