How to meaningfully link customer feedback to Ideas?

[Alex Galler]

Hi folks!

We collect a ton of feedback from our users from various sources. Our internal teams (CS/GTM) often submit Ideas on behalf of customers that our PM's triage and ultimately do discovery on if it is something that aligns with our strategy.

One challenge we are having in JPD is not being able to meaningfully link the customers who have requested the Idea/feature to the Idea itself. Currently, we are using a free text field for internal stakeholders to fill out with the name of the customer, but unfortunately that field is not filterable/searchable within JPD. We've also experimented with using the Insights functionality but it presents similar challenges. In the past with other tools who have more robust integrations with Salesforce, it is very easy to both "add" a customer to an Idea and search, filter, and analyze the requests coming from one or more customers. 

Does anyone have a workflow that works well for your organization on how to accomplish this in JPD?

Thanks!

[Hermance NDounga · Accepted solution]

Hi Alex, 

Instead of a free text field, I would suggest to use the label field or a multiselect field - and to continue linking feedback with insights, but as you mention it has the issue that it is not searchable. 

Best Regards,
Hermance
Product Manager @ Jira Product Discovery

[Alex Galler]

Hi @Hermance NDounga - thanks for the reply and the suggestions.

I've considered the multi-select but since there isn't an integration with Salesforce it would have to be manually maintained when we add new customers or customers churn. There is also a limit of 500 entries which doesn't cover the number of customers we have.

A label might have to be the way to go until a more robust solution gets added to JPD. 

Any plans for a Salesforce integration in the future? Being able to pull in customers/revenue/data points from Salesforce would be pretty great (and something I know other tools like ProductBoard and Aha do well).

Appreciate all the hard work you and the team are doing to make JPD better!

Best,

Alex

[Hermance NDounga]

Hey Alex,

Thank you for elaborating on your use case. We know we need to improve CRM , in general, in Jira Product Discovery, and this si part of our backlog but we havan't touched upon this topic yet at the moment. 

Best Regards,
Hermance
Product Manager @ Jira Product Discovery

[Alex Galler]

Hi Hermance - I understand completely. There are definitely higher priorities than CRM integrations at the moment.

Happy to have a further conversation with you or anyone else on the JPD team about that when its something you start doing discovery on.

Best,

Alex