How do you manage feedback intake & triage in JPD?

[David Nadri]

TLDR: What are some effective ways your team actually uses to intake and triage feedback in JPD — beyond the common approaches already covered in JPD’s FAQs (e.g. custom fields, separate projects, Slack/JSM intake, etc.)?

Ideally, the best approach should let teams (CSMs, Sales, etc) (1) easily check if an idea already exists, (2) add new ideas or insights when needed, (3) and avoid cluttering core JPD views for the product team. How have you tackled that?

Hello JPD Community! 

We’re setting up a simple, scalable way to collect and triage product feedback (from CSMs, Support, etc.) in Jira Product Discovery — all in one JPD project.

We’ve already explored the usual suggestions in the JPD FAQs (separate intake project, JSM queues, Slack/Teams channels, custom “triaged?” field, etc.) — but they come with trade-offs like fragmented views or extra overhead to maintain filters.

I know the JPD team is exploring improvements to insights, feedback, & intake on their roadmap (JPR-16), but I’d love to hear how folks are handling this today using existing JPD features. Looking for:

• Real-world setups that work for your team

• How you collect, review, and prioritize insights

• How you avoid flooding views with untriaged ideas

• Examples of views (& how they're configured) or workflows that work well

Any tips, lessons, or screenshots would be super helpful. Thanks!

[Hermance NDounga · Accepted solution]

Hi David, 

So I would like to chime in, not to give you the usual theory on how you could potentially use it, but more as we, as PMs, are using Jira Product Discovery in our own set up. 

So first off, we do have multiple channels where we can collect feedback: 

• The support team has a JSM project, and they communicate with us though our slack channel
• We have various slack channels where CSMs/Sales raise feedback 
• We (the JPD PM team) have a JSM project where we collect feedback from in product (when people click the feedback button) 
• This community forum

What's important to note in this setting, is that none of these channels are automatically connected to our JPD project, so none of these are creating ideas/insights automatically actually. We are quite conservative with who creates stuff in the project, and while for insights maybe 1% might be directly created by marketing/support 99% of insights and 100% of ideas are created by the product team.

So what's happening is that every week one of us (one of the 4 JPD PM) is on "feedback rotation" - this week, its me ♥️ - and so that means that I'm looking/answering in these channels. it doesn't take me more than 20/30 mins each day. But then for that week I'm the one creating insights (or more rarely, new ideas) in our Jira Product Discovery project. So i'm mostly using the chrome extension, but I'm the one adding alll feedback for this week, so yeah I am filtering out stuff that are bugs vs idea (and sending the bugs directly to engineers) ,filtering out stuff that exist already and need to be added as an insight, or create new ideas. 

Then on monday, for 30 minutes we will meet with the team, and we will look at a JPD view that we named "New insights 7 days" where we filter only ideas that received insights these past 7 days, and we discuss them with the team. And then it will be the turn of someone else. 

I'm presenting this support rotation process starting from 5:55 in this conference I gave earlier this year. 

I hope it helps,
Hermance
Sr. Product Manager @ Jira Product Discovery

[David Nadri]

@Hermance NDounga – Thanks so much for the detailed response! Super helpful — we really appreciate it. A few quick follow-up questions:

1. Is there a way to create standalone insights without tying them to an idea right away? 

   We’ve run into cases where we want to log feedback or context as an insight, even when we’re not sure yet what idea it belongs to — like a pattern from Support tickets or feedback from CSMs on a broader theme we haven’t prioritized. 
   
   Besides the JSM route (which we’re exploring), what are your thoughts on using a placeholder idea like “Untriaged Insights” to temporarily collect new feedback until it can be reviewed and attached to the right idea — or spun off into a new one if needed? Any other workarounds you’d recommend?
   
   

2. Can insights be created automatically from Teams or JSM queues?

   We’re trying to streamline intake from internal teams (CSMs, Support, etc.) and would like to route their feedback into JPD as insights once a Teams message is sent in the #product-feedback channel or once a JSM item is created — so the Product team can triage it all in one place and either attach to an existing idea or create a new one.
   
   

3. Do you use a specific message format or template in your #product-feedback channel (Slack/Teams) to guide submissions?

   We want to make sure feedback submitted by teams (CSMs, Support, etc) in the #product-feedback channel includes enough context — not just a one-line message of what the request is, but also the underlying problem, user/business impact, and any supporting examples. Curious what’s worked well for you to encourage that (e.g. submission template, etc).

[Hermance NDounga]

Is there a way to create standalone insights without tying them to an idea right away? 

That's a topic that is coming often, and on this one we have a somewhat "radical" standpoint on it and that's the reason Jira Product Discovery is designed this way. Basically we think all insights and any customer feedback deserve to be an idea. And then the role of the PM is to say "this yes, this no , this later". 

We think the tool should help you identify weak signals, not that you should detect weak signals by yourself. An exemple:
There are 5 PM in the team. One day a customer say to me. "I need data residency". I don't create an idea, and I place it in the untriage bucket. The next day my colleague hers the same stuff, thinks that it's a one off, and does the same and this, for each PM. Then at the end of the month these 5 weak signals are drown into plenty of other weak signals, and you just need to be lucky if by reading a 100 of untriaged stuff you spot these 5. 

On the other side, if on day 1, I receive this feedback, I create an idea "Data residency" on day 2, the next PM simply attach the insight to this idea, and so on. At the end of the month we clearly see there are 5 signals received this month about this and so we decide to priotize it or merge it with something else, or even do nothing about it. We can even decide to filter out all ideas that have less than 3 insights from all our main views, and just create one view to display only ideas that have less than 3 insights. And so when an idea has 4+ insights it automagically appears in our main views. 

Can insights be created automatically from Teams or JSM queues?

No, it requires a human action. But I'd say that it would be difficult to automatically understand what the insight is about and know to which idea connect it. And as I said in my previous message we are quite conservative with our project and I prefer to decide where each stuff belong, so personally i'm happy the 2k Atlassian customer facing employee cannot create insights directly in my project :D But as you can see on our public roadmap we plan on revamping the full insights product area, specifically to make it all less manual, so that might be something that we explore ;) 

Do you use a specific message format or template in your #product-feedback channel (Slack/Teams) to guide submissions?

No, but I have to say our customer facing teams are more generally asking questions eg. "is it possible to do x?" hence need to explain a bit of context so we can answer. And that's the same here in the community forum. So most of the time we have enough context also I have to say the request are generally about the same thing so after receiving 30 times the same feedback I don't need to much context, but so in the rare cases where there isn't enough context I'm just asking more. 

[Jens Schumacher - Released_so]

Hi @David Nadri

Myself and a couple other ex-Atlassians also thought it should be easier to collect feedback from customers and stakeholders and manage it effectively. That's why we ended up building Released. 

Here is how we are using the new feedback feature, which is currently in beta. 

A portal for communication

Similar to JSM, Released allows you to setup portals for customer and stakeholder communication. These can be public or private. For the beta, we setup a dedicated portal where only beta customers have access to. 

Collecting feedback

Customers can leave feedback either via a feedback form or directly on the roadmap on specific ideas we are working on. 

Inbox

We manage all feedback through the centralized Inbox in Jira, where each item is automatically linked to the relevant Jira issue.

When feedback comes in via the form, we suggest existing ideas to connect it with. If there’s no matching idea yet, we usually wait until a request comes up a few times before creating a new one—this helps us avoid clutter and focus on what matters most.

Keeping your idea backlog clean

The nice thing about this approach is that it separates feedback from actual ideas and doesn't clutter your project. You also don't have to worry about managing duplicate ideas. 

As a result, we don't have any triage views in JPD. By the time an idea makes it into JPD, we already covered the gathering interest step. 

Hope this helps. 

[David Nadri]

@Jens Schumacher - Released_so –  thanks for sharing this! Looks interesting, will look into it!

[Jens Schumacher - Released_so]

@David Nadri feel free to reach out if you want an invite to the private beta. We are aiming for a public release in 2-3 weeks. 

You can sign up here: https://www.released.so/feedback

[Walter Buggenhout]

Hi @David Nadri,

I think you cannot ignore the fact that collecting, grooming and organising feedback is an essential part of what product teams need to do. And I am not sure if simple, scalable and just one JPD project will ever be able to fit in the same sentence comfortably.

As you mention, the JPD team is indeed exploring improvements in this area. In the meantime, having different sources for new information does require process around reviewing, consolidating, reassessing insights on a continuous basis is going to be key. As different intake channels will always exist, I think this need will not go away either.

While still early stage, I do believe our friend Rovo (AI capabilities) could help us significantly save time and assist us in categorising vast amounts of information.

The out of the box Jira Theme Analyser agent is - at least theoretically - an interesting step in that direction. It is capable to group similar requests into categories and (integrated in automation) prepare summaries in Confluence / Slack / Email / ... for product teams to ease the review process.

Hope this helps!

[David Nadri]

@Walter Buggenhout  –  thanks for sharing!