Using Jira to manage tour package requests from customers

Question

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!

Olha Yevdokymova_SaaSJet · Answer

Hi @Devmith Weeraratne 
Yes — Jira can definitely work for customer-facing workflows like your tour package inquiries, and your use case is a great example of how Jira can support non-tech operations too. Here's how you can structure it effectively:

✅ Goal: Let users submit inquiries on your site → Automatically create and manage Jira issues.

1. You can Use Smart Forms for Jira (add-on developed by my team)

Smart Forms allows you to create a custom form (e.g., "Tour Package Inquiry") and embed it directly on your website — no Jira login required for users.

You can include fields like:

Name, Email

Tour type or destination (e.g., Sri Lanka)

Dates, budget, group size

Special requirements

2. Form Submission → Jira Issue

When a user submits the form, it automatically creates a Jira issue with:

Predefined priority

Labels (e.g., "Sri Lanka", "honeymoon")

Assignee or queue (e.g., assign to the right travel consultant based on region)

Optionally, updates existing tickets instead of creating new ones (great for follow-ups)

3. Notifications & Automation

Set up Jira Automation to:

Send an email to the client confirming their request.

Notify the assigned consultant.

Auto-close if no activity after X days, or follow up.

Dilip_ybbekx · Answer

Hi @Devmith Weeraratne

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

Sonashree S_2uxrpw · Answer

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!