Feedback request: Requests Tab (Jira Software x Jira Service Management)

[#1]

Sign up for the Requests Tab closed beta here

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Hi community!

I’m a product manager for Jira Service Management. We’re piloting a new feature in Jira Software called Requests, and we’re looking to get feedback on it.

Requests tab provides a pre-configured 'help desk'. You can:

• Collect all the requests that come from other teams in a central spot before you add them to your backlog or connect to ideas in Jira Product Discovery.

• Share with customers via a link, in a Slack channel, or even an email address to reduce manual collection work.

• Easily share the contents of requests with developers who will work on those requests.

• Communicate with customers on the status of their request.

• Use the Requests view in Jira Software to reduce switching between Atlassian products.

We need feedback on the Requests tab from people who are currently or who have previously used it, so we can evolve it into an even better experience.

• If you are using or have used Requests Tab, you can sign up here to join our feedback panel - there’s a short survey to make sure you’re a good fit.

  • Sessions are 1 hour and conducted over video-conference, so you can participate from anywhere around the globe.

  • During the research, we'll start with a general chat to get to know you, then review your experiences with Requests Tab and what you’d like from it in the future.

  • As a token of our appreciation, you'll receive an e-gift card worth $100 USD within 5 business days of completing your session.

• If you haven’t used but are interested in trying Requests Tab, you can switch it on in your Jira Software project settings. This is a closed beta feature so isn’t rolled out to everyone - if you don’t have it but you’re interested, email me at wjenkins@atlassian.com or sign up here and our team will get you set up!

  • If you don’t already have Jira Service Management, you will be prompted to sign up for a free version to power the Requests tab.

If you have any other feedback or questions at all, feel free to reply to this post or email me directly on wjenkins@atlassian.com. We look forward to meeting you!

Will

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What is the Requests tab and how does it work?

Internal customers	Team leaders	Team developers, designers and builders
Get a portal (or Slack channel, or email address) to submit their requests	Have a place to collect and review requests, and communicate with internal customers	Can see the request tickets linked to the issues created in their backlogs
This is a standard Jira Service Management portal	The Request tab surfaces Jira Service Management requests inside Jira Software	This is powered by the Jira platform, connecting Jira Service Management requests and Jira Software issues.

See our support site for the full details of Requests tab. It's intended for use within your own organisation, for team leaders to manage incoming work requests before they’re added into a backlog.

For collecting requests from / providing support to customers, try our Customer Service Management templates in Jira Service Management instead!

[Tim Eddelbüttel]

Hi @Will J,

I'm confused about this feature, which problem does it solve? Project switching?

You've added the ability for Jira Software Projects / Teams, that also have a Jira Service Management Project that feels "deeper" integrated because this is accessible through the "Requests" sidebar menu. As an alternative people added a project sidebar link and were redirected to the other project.

That's it?

Kind Regards,
Tim

[Will J]

Hey @Tim Eddelbüttel - thanks for the question.

Requests Tab is supposed to solve

- Context switching between Jira Software and Jira Service Management (you're exactly right)

- Help explain and set up user roles in Jira Service Management so admins can make sure people have the right access to request information and actions.

We want to chat to our customers who are using it so that we can learn more about the problems teams are trying to solve with this experience, what's not working with the experience, and where we can develop this further.

[Anamika]

Hi @Will J I wanted to know if you are still working on the requests tab feature. I have a strong use case and would love to try the request feature to check if this can help. 

[Will J]

Hi all,

Sharing a quick update - we’re going to be ending the Requests beta on October 4, 2024, and not moving it to General Availability.

All the details are captured in a new community post.

Thanks to everyone who used the beta and provided feedback - we really appreciate your input!

Will