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Customer issues and feedback loop/forums Edited



we have been trying to improve our CS process and collect feedback at the same time.

We were looking at Customer Case(CC) as we like the stackoverflow/forum-like up-voting on feedback from customers. But CC limits us to one forum per project, which in our case would leave us with 8+ projects just for our basic use case.

We'd have locations for internal and external users to leave feedback and create issues, but also a location for specific user groups(that leave feedback in their own locations, but they get collected in one location, identified by tags etc). With CC I'd have 1 internal feedback, 1 internal issue, 1 external feedback, 1 external issue, 1 group feedback, 1 group issue, 1 sub group issue and 1 sub group feedback project, that's way too much.

What we are hoping for is 1 internal feedback and issue project, 1 external feedback and issue project and 1 group feedback and issue project(with different portals for sub groups). In both cases most of the ticket flow would be handled by automation.

One thought was to use CC with the 8 projects on another JIRA instance and sync it with our main instance to reduce clutter, but thats less than ideal and will cost way more, just for CC and the sync.

Has anybody else created such a similar flow or had this issue? We are happy for any advice or help we can get.


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