Using Jira to manage tour package requests from customers

[Devmith Weeraratne]

Hi everyone,

I help with operations at a small travel company, and we’re looking to streamline how we handle incoming tour package requests. We’re currently testing Jira as a way to assign requests to different travel consultants and track updates internally.

For example, on our site islandwyde.com , users can inquire about Sri Lanka tour packages, and we want to create a workflow where each inquiry creates a Jira issue with priority, status, etc.

Has anyone here used Jira for customer-facing service workflows like this (non-tech use cases)? Would love to hear how you structured your boards and any tips.

Thanks in advance!

[Dilip]

Hi @Devmith Weeraratne 

Jira Service Management will be the right product for you as per your use case

[Sonashree S]

Hello @Devmith Weeraratne,

This is a great use case for Jira.

You can use Jira Service Management (JSM) if you want to expose a form for your customers. In JSM, you can also set up a custom portal where customers can submit inquiries about packages. To handle requests, create a request type like "Tour Package Inquiry" that maps to an issue type such as "Request" or "Task."

The workflow can be something like this:
1. New Inquiry
2. Inquiry Under Review
3. Consultant Assigned
4. Proposal Sent
5. Confirmed / Rejected
6. Inquiry Closed

You can make use of screens and custom fields. Some suggested fields might include: Destination, Preferred Travel Dates, Budget, Number of Travelers, etc. Jira Automation can help with automatically assigning the inquiries, sending emails to customers, etc.

If you are using Jira Software, you can create a Kanban board to track progress internally.

Hope this helps!

[Carlos Garcia Navarro]

Hi @Devmith Weeraratne ,

Welcome to the Community! This sounds like a good use case for a Jira Service Management project: 

https://www.atlassian.com/software/jira/service-management/product-guide/getting-started/quick-start-guide#introduction