How to create an end-toend user request flow?

Question

Hello, I would like to create end-to-end user requet flows in Jira. Our customer support is going to use Intercom, and I am considering to use this app to integrate the conversations and link those to Jira issues to automate the process. https://marketplace.atlassian.com/apps/1217371/intercom-for-jira?tab=overview&hosting=cloud

Now, we are a team of 30 people in total. What would be your suggestion for creating a simple yet automated flow for running the requests? I was wondering whether we need Jira service management and Opsgenie, if we are already integrating intercom with Jira? What kind of flow would you create to track incidents and new feature requests? I would like all of those to be added automatically in the dev team backlog since we do not have a separate ops team to deal with incidents. Both things will be handled by the same team.

Thank you.

Anna Zakoyan_625fis · Answer

Hey Clark, thank you for responding. We are not new to Jira so everything inside Jira Software is cool. My question is more about the automated flow of customer requests and incidents from support to be coming to dev team backlog. So I am wondering whether Intercom integration with JIra software would be enough? Or we should get the Jira service management? In which case would you recommend taking Opsgenie?

Clark Everson · Answer

Hi @Anna Zakoyan

Welcome to community!

When it comes to overall workflows they are very much individual on a company basis. It would be very difficult for any individual on here to recommend the best path for your company without working with your end users and finding out how they work to design a process that works for you

If your company is new to Jira and you want the best experience with it and to have it set up properly I would very much recommend considering working with an Atlassian Partner: https://partnerdirectory.atlassian.com/

Best,

Clark