3 Best Ways to Collect Customer Feedback in Jira

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In 2026, building software is faster than ever. With AI agents and generative coding, a functional prototype that used to take months now takes days. But this speed creates a new risk: shipping at high velocity doesn't matter if you’re building the wrong thing.

When you can build anything instantly, your competitive advantage shifts from how fast you build to how well you listen. For teams running on Jira, you need a workflow that ensures your AI-driven development is actually solving customer problems.

Comparison of Jira Feedback Methods

Method	Best For	Pros	Cons
Released	Product-led SaaS	Integrated UX, private wishlists, deep Jira linking.	Requires a Marketplace subscription.
JSM	Enterprise support	Formal tracking, SLAs, massive scale.	High complexity; per-agent cost.
Issue Collector	Lean/Internal tools	Free, zero friction, stays in-app.	No two-way conversation.

 

1. Released

Released is designed for teams that want their feedback loop to be a seamless, high-signal extension of their product. It moves beyond simple intake by focusing on the relationship between the customer’s request and the actual work happening in Jira.

The Workflow

Released offers multiple ways to meet your customers where they are. You can launch a dedicated, branded Feedback Portal, or you can embed the experience directly into your website or application. This flexibility ensures that users can provide insights at the exact moment of friction without leaving your UI.

Once a customer submits an idea, it lands in a lightweight inbox designed for speed. From this central hub, Product Managers can quickly triage incoming requests, discarding the noise and promoting the gold. Most importantly, this feedback is connected and visible directly on the Jira ticket. When a developer or PM opens an issue, they see the exact customer context—the "why"—right alongside the technical tasks.

Advantages

• Frictionless Integration: By embedding the feedback widget in your app, you capture insights in context, leading to higher quality data.

• Unified Visibility: Having customer quotes and requests visible on the Jira ticket ensures the development team stays grounded in real user needs.

• High-Speed Triage: The dedicated inbox is built for PMs to breeze through high volumes of feedback using keyboard shortcuts and bulk actions.

• Private Signal: It uses a "Wishlist" mechanic. Users privately curate their top priorities, giving you a clear view of what the "silent majority" wants without the bias of public upvoting.

Disadvantages

• Subscription Cost: As a specialized Marketplace app, it is an additional investment on top of your Jira license.

• Non-Support Focus: It is built for product strategy and discovery, not for handling complex IT infrastructure or hardware support.

Think of it like this: Released is the storefront. Your team is in the back building, but Released makes sure the customers out front have a direct line to the kitchen, and the chefs can see exactly who ordered what on every ticket.

 

2. Jira Service Management (JSM)

JSM is the "heavy-duty" option. If your feedback is often tied to technical bugs or support requests that need a formal paper trail, this is the industry standard.

The Workflow

Customers submit requests through a structured Help Center. Every submission is treated as a "ticket" with an assigned agent, a priority level, and a countdown timer (SLA). It is deeply integrated with IT workflows, making it easy to escalate a customer request into a developer's sprint.

Advantages

• Strict Accountability: Service Level Agreements (SLAs) ensure that no piece of feedback sits unaddressed for too long.

• Massive Scalability: JSM is built to handle thousands of requests across different departments.

• Built-in Analytics: You get detailed reports on response times and Customer Satisfaction (CSAT) scores.

Disadvantages

• High Complexity: Setting up JSM portals, request types, and permissions is a significant administrative task.

• Transactional Feel: The experience can feel like a "support ticket" rather than a collaborative product conversation.

Think of it like this: JSM is the reception desk. It’s professional, organized, and ensures every visitor gets a ticket number and a formal response.

 

3. Jira Issue Collector

The Issue Collector is the simplest way to get feedback directly into your Jira backlog without any extra cost or complex setup.

The Workflow

You generate a small piece of JavaScript code within Jira and paste it into your website. A "Feedback" or "Report a Bug" button appears. When clicked, a simple form pops up. Once submitted, a Jira ticket is created automatically in your backlog.

Advantages

• Zero Friction: Users don't have to navigate to a different website or log in to a portal.

• Free: It is a native feature of Jira Software.

• Fast Setup: You can have a feedback loop running in less than five minutes.

Disadvantages

• One-Way Street: There is no status page for the customer. They hit submit, and the feedback disappears into your backlog.

• Lack of Organization: Without a portal to group ideas, your backlog can quickly become cluttered with duplicate requests.

Think of it like this: The Issue Collector is a suggestion box bolted to the wall. It’s easy for people to drop a note in, but they don’t expect a back-and-forth conversation.

 

Conclusion

In a world where AI can build code faster than you can write a spec, validation is your only protection against wasted effort. Use the Issue Collector for quick intake, JSM for formal support, but use Released to ensure your team always has the customer's voice visible directly on the tickets they are building.