Jira Issue Collector vs JSM Widget: A Comparative Analysis

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When it comes to creating issues in Jira, especially from external users, organizations have several options.

Two popular methods are the Jira Issue Collector and the Jira Service Management (JSM) Widget.

Each has its own set of advantages and disadvantages. This article will explore both options, providing insights to help you choose the best solution for your needs.

Jira Issue Collector

The Jira Issue Collector is a feature that allows you to embed a form on your website, enabling users to submit issues directly to your Jira project without needing a Jira account.

Pros:

• No User License Required: External users can submit issues without consuming a paid license seat.

• Customizable Form: You can customize the fields and appearance of the form to match your branding.

• Easy Integration: The collector can be easily integrated into any web page with a simple HTML/JavaScript snippet.

Cons:

• Limited Functionality: The Issue Collector is primarily for issue creation and does not provide a full service desk experience.

• Default Reporter: Issues are created under a default reporter, which may not always be ideal for tracking user feedback.

Documentation:

For more information on setting up the Issue Collector, visit the Jira Issue Collector Documentation.

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JSM Widget

The JSM Widget allows you to embed a service desk form on your website, enabling users to create requests and issues directly from the web page.

Pros:

• Full Service Desk Features: The widget provides a more comprehensive service experience, allowing users to submit requests, view status, and more.
• User-Friendly Interface: The widget is designed to be intuitive, making it easier for users to submit issues.
• Customization Options: You can customize the widget to fit your website's design and branding.

Cons:

• User License Requirement: While external users can submit requests, they may still require a license for certain features, depending on your setup.
• Complex Setup: Setting up the widget may require more configuration compared to the Issue Collector.
• Open Portal: You have to use an open Portal for the JSM Widget

Documentation:

For more information on embedding the JSM Widget, visit the JSM Widget Documentation.

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Conclusion

Both the Jira Issue Collector and the JSM Widget offer valuable ways to create issues from external users. The choice between them largely depends on your specific needs:

• If you need a simple, no-cost solution for issue creation, the Jira Issue Collector may be the best option. 
• If you require a more comprehensive service experience with additional features, consider using the JSM Widget.

By understanding the pros and cons of each option, you can make an informed decision that best suits your organization's needs.

[Yatish Madhav]

Great post. I have always wondered if I should use either of these and to this date, I have not used either. I think we have been "stuck" or rather stingy in directing users just to the portal because there is no single set of websites/web applications that would house it.

Yeah, it has it's pros and cons but i do think there is a virtual time and place for each of them - thanks for sharing @Kai Krause 

[Tomislav Tobijas]

Cool analysis. Thanks for sharing @Kai Krause !

[James Rickards (Spark-Nel)]

Great post. It would be good to enhance it to also consider Jira Product Discovery and how it features into gathering feedback and relating it back to a Product Roadmap.