seeking advice: JPD for global feedback system

[Emily Owayni]

I want to create a seamless global system for capturing, prioritizing and managing feedback from customer-facing teams to ensure (1) we are accurately capturing VOC and (2) providing product/eng teams with quality data-backed insights to drive product development where it matters most. I need the intake & prioritization process to be semi-automated given the scale of feedback (from 1000+ sellers).

Ideally the intake could be facilitated through Slack to generate ideas in Jira Product Discovery, that could be prioritized based on the inputs provided by the seller. Then, I could focus on manually reviewing and RICE scoring the top 50 ideas from that list. 

For the initial automated scoring, I'd like to capture Salesforce opportunity links in in the intake form to directly tie revenue to each idea and assign a weight based on revenue tiers. From what I've read there isn't really a simple way to do this today unless I'm using Jira Service Management. 

I'd also like to leverage seller activity Slack (assuming we would need a dedicated feedback channel) to capture context as insights in JPD. For example, if a seller submits the form, the idea would be summarized in the Slack channel for others to see, so if a future seller has the same request, instead of creating a new idea, they reply in thread (maybe with the SFDC link for their customer) and this somehow gets added to the existing idea as an insight. Just an idea.. but I'm trying to figure out the best way to streamline / automate this process given the scale.  

Any advice for how to achieve what I'm trying to accomplish? 

[Fabian Lim]

Welcome to the community @Emily Owayni

For one client, we implemented Jira Service Management (JSM) as the intake channel instead of Slack. Since the number of product managers was small, we used a free license.

In JSM, customers can submit ideas, which are then screened to gather additional information. This allows you to triage and identify duplicate ideas before they are pushed into Jira Product Discovery (JPD). Once an idea contains sufficient detail, we use automation to create a corresponding item in JPD. From there, development leaders and product managers can review, vote, and plan. Eventually, selected ideas are converted into epics and broken down into stories for delivery.

Within the JSM portal, you can also share dashboards using apps such as Custom Dashboards or eazyBI. This enables customers to view intake tickets and even voted JPD items. For example, they can see issues filtered via JQL, but they won’t be able to open the tickets to view full details.

I hope this helps.