Selective Commenting in Plum CRM Cloud: Smarter Collaboration Between Jira and Salesforce

For many teams, one of the most powerful features of Plum CRM has always been the ability to link a single Jira issue with multiple Salesforce cases. This keeps customer-facing teams aligned with engineering, ensuring that critical issues are tracked across every impacted customer.

But until now, there’s been one limitation: every comment on the Jira issue synced to all linked Salesforce cases.

That worked for many scenarios, but some teams asked for more precision. What if a Jira issue is connected to ten Salesforce cases, but your comment is only relevant to one of them? Sending it to all cases creates noise and confusion.

This is exactly why we’ve introduced Selective Commenting in our latest release.

What Is Selective Commenting?

Selective Commenting gives users the ability to control which Salesforce case receives their comment. Instead of automatically broadcasting every note to all linked cases, you can now tag a specific case number with an @ mention — and the comment will sync only to that case.

For example:

Hi Team,  

This is not a bug. @00001245  

With this, only Case #00001245 in Salesforce will receive the comment. Other linked cases remain untouched.

Why This Matters

This enhancement may sound simple, but it solves a very real pain point for QA, support, and product teams who manage multiple cases per issue.

Here’s why it matters:

• Sharper communication – Comments reach only the case where they are relevant.

• Reduced noise – Teams won’t see updates that don’t apply to their case.

• Greater efficiency – Less time spent clarifying which case a comment was meant for.

• Better collaboration – Jira-Salesforce communication stays accurate and useful.

How It Works

Using Selective Commenting is as easy as typing a case number:

1. In your Jira issue, type @CaseNumber in your comment.

   • Example: @00001234 Workaround identified, please test.

   

2. That comment will sync only to the Salesforce case with that number.

   
   

   

3. If you don’t tag a case, your comment will continue syncing to all linked cases, just like before.

   
   

   

No additional configuration or setup is required — it works out of the box.

A Feature Born from Customer Feedback

This feature was developed in direct response to customer feedback. While most Plum CRM users prefer comments to sync everywhere for visibility, one customer asked for a way to control the flow of information more selectively in the Cloud version of the application. This is a parity feature that exists in the Data Center.

We listened — and now all teams can benefit from this extra flexibility.

What Else Is Included in This Release?

Alongside Selective Commenting, this release also includes minor backend fixes and improvements for smoother synchronization and overall reliability.

Start Using Selective Commenting Today

If your team works with multiple Salesforce cases linked to one Jira issue, Selective Commenting will make your collaboration clearer and more efficient.

Simply log in to Plum CRM and try it out on your next Jira-Salesforce sync.

Selective Commenting is now live for all Plum CRM Cloud users. No upgrade steps required — just start tagging case numbers, and enjoy sharper communication.

If you need any support, log a ticket here or just contact us.