Anyone using JPD have a good external feature request intake method?

[britney_zhou]

Hi everyone!

My org is currently using UserVoice to intake customer feedback/feature requests. However UserVoice is lacking a good triage component of it and is not able to connect to JPD (which we do want to use).

Wondering if there's any orgs here that are currently using JPD and how are you guys intaking those requests from your customers?

The method we have tested within Atlassian:

1. Using the issue collector to intake the request
2. Issue gets created as a ticket in a JSM
3. Using the Appfire Salesforce and Jira connector to associate the customer's ARR/account details
4. Triaging within JSM then using an automation to move the request into JPD 

Issues with this method:

1. We are not able to allow CSMs within our org view access of the requests their customers have sent in as they do not have a Jira license so our main issue is the reportability for non Jira users.
2. The Appfire connector doesn't have an out of the box solution for automatically associating the customer detail fields

Would really appreciate any insights you may have. Thanks!

[Tanguy Crusson · Accepted solution]

Hi, in the JPD team we use the following: https://www.atlassian.com/software/jira/product-discovery/resources/handbook/feedback-and-insights#what-are-insights

I'm not sure you'll find your silver bullet solution in there for something like this though - JPD's better at prioritization/roadmapping than feedback collection today. 

[Jens Schumacher - Released_so]

Hi @britney_zhou we are exploring a potential solution for this. Would love to hear your thoughts. 

Happy to connect via LinkedIn or feel free to schedule a time to chat.