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Client Request Form

Clare Lawson_pvzs29

Hello. Hope you can all help. We do not let our customers access Jira directly. I need to find a way to have a form filled out externally and then it could attach to a Jira ticket. I have an app that was working but they made some changes and now it's not working like it was. Could I make a stand alone Confluence Space that I could give a link to a form to for our customers to fill out?

Accepted answers

Shawn Doyle - ReleaseTEAM

Hi @Clare Lawson

You could use JSM for this use case. You could also wait for Jira forms to roll out.

Olha Yevdokymova_SaaSJet

Hello, @Clare Lawson

What app were you using and what was wrong?

Native Atlassian Option (with limitations)

You can set up a Jira Service Management (JSM) customer portal:

Access: Customers don’t need Jira licenses; they only need portal access.
Configuration: Forms can be configured per request type.
- There is no built-in way to embed a form on your public website or share a direct link to a form.
- Confluence has no native form feature, and submissions from a Confluence page won't route to Jira automatically.

Alternative: Smart Forms for Jira

If you're seeking a replacement for your current app, Smart Forms for Jira developed by my team could be a strong alternative. It provides the core functionality you need to connect external submissions to Jira.

With Smart Forms for Jira, you can:

Create standalone public forms that do not require a login.
Share the form via a direct link or embed it on your website or a Confluence page.
Automatically create Jira issues upon submission or update existing issues after form submissions
Map form fields directly to Jira fields (like Summary, Description, and custom fields)or map all form fields to one field like a description.
Attach forms directly inside a Jira issue for internal use.
Analyse form responses with build-in charts and reports

Example Workflow

Here is how a process would work:

You create a form like “Customer Feedback” or “Request a Quote.”
You share the external link on your website or Confluence page.
When a customer submits the form, a Jira issue is automatically created, with all fields populated from the form data.
The submitted form is visible directly on the issue for your agents to review.
Your team can then respond in Jira, all without the customer needing direct access.

All comments

Shawn Doyle - ReleaseTEAM

Hi @Clare Lawson

You could use JSM for this use case. You could also wait for Jira forms to roll out.

Clare Lawson_pvzs29

Can you tell me about Jira forms?

Shawn Doyle - ReleaseTEAM

Here is a some info https://support.atlassian.com/jira-software-cloud/docs/what-are-forms-and-what-can-they-do/

Olha Yevdokymova_SaaSJet

Hello, @Clare Lawson

What app were you using and what was wrong?

Native Atlassian Option (with limitations)

You can set up a Jira Service Management (JSM) customer portal:

Access: Customers don’t need Jira licenses; they only need portal access.
Configuration: Forms can be configured per request type.
- There is no built-in way to embed a form on your public website or share a direct link to a form.
- Confluence has no native form feature, and submissions from a Confluence page won't route to Jira automatically.

Alternative: Smart Forms for Jira

With Smart Forms for Jira, you can:

Create standalone public forms that do not require a login.
Share the form via a direct link or embed it on your website or a Confluence page.
Automatically create Jira issues upon submission or update existing issues after form submissions
Map form fields directly to Jira fields (like Summary, Description, and custom fields)or map all form fields to one field like a description.
Attach forms directly inside a Jira issue for internal use.
Analyse form responses with build-in charts and reports

Example Workflow

Here is how a process would work:

You create a form like “Customer Feedback” or “Request a Quote.”
You share the external link on your website or Confluence page.
When a customer submits the form, a Jira issue is automatically created, with all fields populated from the form data.
The submitted form is visible directly on the issue for your agents to review.
Your team can then respond in Jira, all without the customer needing direct access.

Clare Lawson_pvzs29

Thank you. I have Smart Forms and it has an issue right now. I am waiting to see if it works itself out. Something with the latest upgrade.

Olha Yevdokymova_SaaSJet

Hello @Clare Lawson

I saw you reached out to our Support Team earlier — just checking in to see if everything is working fine now? Let me know if you still need help!

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