Tagging customers in JPD

[Dakota Beres]

I am searching for the best way to track customers related to ideas in JPD. We started with a global field (our customers often span multiple products) but I am not convinced this is scalable. The limit on multi-select fields is 1,000 options and while we could keep it within that range if we had to I am not sure it is the best way.

How are other teams tracking many customers that span multiple products?

[Olga Springer · Accepted solution]

Hey!
You're right. Many teams running Jira Product Discovery (JPD) avoid scaling large multi-select fields (e.g., Customers) due to maintenance limits (e.g., ~1,000 options) and usability overhead as lists grow.

Teams often attach Insights (customer interview notes, support tickets, usage data) directly to ideas, providing richer, evidence-backed views of customer needs without the need for a long, static list. This also helps with prioritization and narrative when presenting to stakeholders. Check out this section of the Atlassian Product Discovery handbook to learn more.

Our teams are now working on a new solution for feedback management, as you can see on this roadmap item. You can expect more info soon.

Best,
Olga Springer

[Dakota Beres]

For our use case - it is a requirement that we can filter by customer name as we have many large enterprise customers who want to track features on our roadmap. So insights don't work for that specific use case, sadly

[Freyr Gudmundson]

We are experimenting with creating customers as first class object types in JPD. Seems promising, allows us to essentially enrich the customer concept with the cost of keeping that list of customer objects in sync with our crm. Basically what customer success platforms do.

[Dakota Beres]

@Freyr Gudmundson this is the path I am thinking about going down. Need to make sure I can create a "customer" ticket from Salesforce first so that I am not just recreating a CRM. Would love to hear any learnings you have as you try to implement this!