Landing Page: Collaborative Forms: Customer Onboarding.

[Jeffrey Cardona]

🚀 Improving Customer Implementation in JSM — Feedback Wanted!

 Hey Community 👋

We’re currently in the process of transitioning away from Google Docs and Spreadsheets for managing our customer implementations. I’ve moved most of our onboarding workflow into JIRA Service Management (JSM) and am looking for insights from others who’ve gone down this path.

✅ What We’ve Done So Far:

• Implementation/onboarding management is now handled in JSM.

• We’re using the Plan view to visualize and track customer onboarding tasks.

• Tasks can be assigned to either our internal teams or the customer, depending on ownership.

• We plan to use the Customer Portal for customers to submit updates on their assigned tasks. 

---

 ❗ Key Challenge: Form Collaboration

 The toughest part so far is working with JSM Forms (ProForma):

• We’d love customers to collaborate on forms, but Forms don’t allow shared editing or multi-user input natively.

• Has anyone found a creative way to work around this? (e.g., breaking forms into smaller tasks, workflow hacks, add-ons?)

---

 🧭 Exploring Customer Landing Pages

 We’ve also started exploring Customer Landing Pages as a centralized space for:

• Viewing open onboarding tasks

• Accessing documentation

• Submitting forms or updates

Would love to hear:

• Have you used Landing Pages successfully for customer onboarding?

• How did you structure them to make it easy for customers to use?

• What tools or configurations made them most effective? 

---

💬 Looking for Your Input

Our overall goal is to streamline customer onboarding while also providing a great experience through JSM.

 Would love to hear from others:

• What’s working for you?

• What pitfalls should we avoid?

• Any cool use cases or workarounds you’ve implemented?

Appreciate any feedback or ideas you can share — thanks in advance! 🙏

— Jeff

[Kris Dewachter]

Hi @Jeffrey Cardona ,

Regarding the form collaboration for customers .....

I once had a case where it was required for the customer to be able to edit the form they submitted via the portal. For this is work, you need to "Re-open" the form for customer editing. When this is done, the customer is able to edit the form in the portal, and submit it again.

The JSM agent can re-open the form manually, or you can automatically re-open the form in an automation rule via the form API.

Hope this helps.

Best regards,

Kris