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Customer issues and feedback loop/forums




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.


1 answer

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Hi @Matthaeus Ranigler ,

I'm Irina, a new PM of the Customer Case for Jira app. Yes, you're right, our app only provides one forum per project, but you can create as many forums as you want in total. As a workaround for your case, to cut down the number of forums, you can create 1 support forum for internal and external use, but add components to the form on the portal and make this field required. For example, we have many apps in Stilsoft, but only one support forum. Our customers when submitting their ideas pick a component. Every component in Jira has its own assignee. When entering Jira and navigating to the support project, we choose the component tab in it and pick the necessary components. In your case, you can name components so that your external and internal customers choose the relevant option when submitting tickets. As for feedback forums, we also have a forum for each project. 

our jira.pngsupport requests.png

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