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How are you tracking incoming (internal) feature requests?

Are you tracking them with JSM or directly in Product Discovery? How are you organizing Product Discovery?

2 answers

2 votes

Hi Seth, 

Great question. We put something in the FAQ for this: 

 


How can we use Jira Product Discovery to collect feedback from customers/users and other teams (support, sales, customer success, marketing)?

In this first version of Jira Product Discovery, we’ve focused on some the jobs that help a PM do their job: prioritizing ideas and opportunities, creating and sharing roadmaps that stay up to date, and capturing feedback from a bunch of different places (interview notes in Confluence/Google Docs, conversations in Slack/Teams). But for now we assume the PMs have existing channels they use to receive feedback, and we help them send this feedback to ideas in Jira Product Discovery.

We have only partially tackled the job of creating a direct feedback channel between customers/users or other internal teams (sales/support/customer success/marketing) with the product team. We have plans to do more there, but for now these are the options that you can use to do that with the product today:

  1. Set up a Jira Service Management queue to receive feedback from customers and internal teams

  2. Set up a dedicated Slack channel #product-feedback to receive feedback from internal teams (also works with Teams)

  3. Share views with other teams and gather their feedback using fields and votes to receive feedback from internal teams

Philosophically, "tickets" shouldn't be feature requests! Those are two different use cases, and it's dangerous doing what users ask for directly anyway, you know? :) 

Here's an internal page we have on that topic, if you're interested.

https://proresults.atlassian.net/wiki/external/2184413270/NjVkYjRmNzI3OTNhNGY2NGJiOTI2OWNiZjIyYzk0MzU?atlOrigin=eyJpIjoiYTNjNDFmNDA3ZTQ3NGQ0MjkwODJmOTUyODI3MWEyODEiLCJwIjoiYyJ9

We use JSM internally and externally, and ramping up Discovery separately for feature prioritization.

Yikes, rereading your ask and I think my comment was a bit off topic......!

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