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.

[Olha Yevdokymova_SaaSJet]

Hello @britney_zhou 

It sounds like you're doing some heavy lifting with JSM + connectors + automation to bridge those gaps. 😅 If you're open to simplifying things, here's an alternative approach with app developed by my team:

Use Smart Forms for Jira to Intake Ideas Directly into JPD

Smart Forms allows you to create external-facing forms that:

• Don’t require a Jira license to submit

• Are shareable via public link, embedded on a webpage or portal, or shared by CSMs

• Create new ideas in JPD directly — skipping JSM altogether

• Also avaliable as JSM forms(without the need to pay for agents to manage forms)  and Jira Software forms but with some more capabilities

Here's how this could fit your process:

1. Customer submits idea via Smart Form (hosted anywhere)

2. Smart Form maps fields like ARR, department, or account to JPD fields

3. 💡 Idea is created in JPD with full context — no additional triage required

4. CSMs can monitor activity by routing responses to Confluence or through automation summaries, even if they don’t have Jira access or you can use build-in Form reports to present the results. As well as export to exel or CSV

This way, you reduce complexity, maintain clean data mapping, and give non-Jira users a frictionless experience.

Let me know if you’d like to see an example setup — happy to share!