How to use Confluence to prioritize tickets with customers

Question

Hello!

This is something I've struggled with trying to solve for years now.  Confluence and Jira just keep missing the mark and could really use some advice on how to solve this business problem.

We create tickets in our backlog for specific customers every day.  I want to be able to have that list of ticket (which is constantly changing) viewable/accessible to customers through confluence in a way that will allow them to rank and add comments to the tickets so their customer success team can pass that information back to our product team.

Here are things I've tried (that don't work well enough to use):

- Databases in Confluence ALMOST solved this, except that the list of tickets doesn't continuously sync, so someone would have to add in each new ticket.

- Filter list: shows tickets but can't add comments to them or move them like you can with databases

- excel export: not synced, not updatable when new tickets are added.

Has anyone found a good way to have an intermediary layer between Jira and customers to help with prioritizing their tickets (preferably not with paid 3rd party apps).

Thank you!

Danno · Answer

@Danielle Bonneau do you have access to the Jira Service Management tool? I think that might be a better way to do that type of interaction. You would have to do the research to see if it is available for you to use, possibly even for free depending on the size of your organization.

Stiltsoft support · Answer

Hi @Danielle Bonneau ,

We develop the Table Filter, Charts & Spreadsheets for Confluence app, and our macros support the standard Jira Issues macro.

So, you may dynamically list the required issues in Confluence via the Jira Issues macro and add manual comments using the Table Transformer or Spreadsheet from Table macros.

These manual comments won't be passed to Jira but they will be visible in Confluence in correspondent cells belonging to the specific issues.

If you are not familiar with the app and need further guidance, please refer to our support.

Dan Breyen · Answer

Hi @Danielle Bonneau sounds like a great idea!  I'm sure I'd find a way to implement that if it was possible, but I can't think of one off the top of my head.  I did find CONFCLOUD-54854 on Atlassian's Jira site, could it be part of that?

If you use the voting functionality, maybe people can vote on it from the confluence page?  If you have a custom field for rank, they could change it.

Hope that helps.