Using Jira for Customer Onboarding

[Michael Bois]

I have a lengthy customer onboarding training. It is divided into 9 sessions, and each session has over 4 subtasks, and some of these have sub-sub-tasks. Many customers don't complete it and feel confident to intuit their way after 4 or 5 sessions (though some customers need the whole 9 yards).

The onboarding process is the same for every customer. 

I would like to set up a template of sorts so that when a new customer is being onboarded their account manager can commence the "training" and:

- track progress

- set reminders to follow up

- add notes to customer profile

Within each sub-task I want to store links and content relevant to that topic so that staff don't have to manage separate training resources.

Which is the best way to set this up so I can achieve the most of my desired outcomes? 

[Jack Brickey]

We have a customer “white glove” process for Onboarding. I set this up with Automation. For the white glove project I use Epics for each new customer. When an epic is created then an automation rule creates all tasks and sub-tasks. Each are assigned to the proper owners. Appropriate fields are filled in as needed.

[Rafael Lascano]

@Jack Brickey that sounds fascinating, can we connect? I would really appreciate learning how to automate an onboarding project template.

[Sanket Sonawane]

Are you tracking the stages of the clients? 

For example 1st 3 sub tasks denote one stage, other 3 next stage. So you can track It on kanban.

[Franziska Armenat]

Hello! It would also be interesting to know if a customer can complete all tasks at once or if they are after another - so no moving ahead to task 2 unless task 1 and the sub-tasks are done.

[Florian Bauer]

Good question! In Jira, you could enforce a strict sequence using workflow conditions, but that requires manual setup. If you're open to a Jira add-on, Flower automates this by dynamically creating tasks based on progress—so Task 2 only appears when Task 1 (and its subtasks) are completed. It keeps things structured without overwhelming users with too many tasks at once. Would that be helpful for your onboarding setup?