How to implement a customer discussion forum and Idea Lab in Jira Service Management?
Asked by Fletcher Simer:

We are looking to implement a customer discussion board for our Jira Service Management customers, basically something similar to this Atlassian Community. We are also trying to implement an Idea Lab where they can submit ideas and other members of our customer community can vote on them so we can build a product roadmap based off highly requested features from the community. We would like these to be separate from the actual support issues that customers submit that require direct interaction from one of our support agents. Is this something that is available in Jira Service Management or maybe Confluence out of the box? There appear to be a fair number of apps out there that seem like they might do this, but ideally we don't want to pay for a separate product to achieve this. Has anyone set something like this up? If we do need to pay for a separate app/product, does anyone have one they would recommend? It would be great if both goals could be achieved by the same add-on if we had to purchase something else, but I having trouble figuring out what might best achieve these features for our community, and any recommendations would be greatly appreciated!


Answers:
author: Nick H
body: Hi [@Fletcher Simer](/t5/user/viewprofilepage/user-id/5558714) ,

You have opened a question with Jira Product Discovery when asking if the use case is available in Jira Service Management or maybe Confluence. Not sure if that was intended, but JPD should be able to cover a lot of that use case.

The discussion board could essentially be a JPD project where your users can create [ideas](https://www.atlassian.com/software/jira/product-discovery/guides/ideas/overview#what-is-idea), along with vote on others, add comments, [insights](https://www.atlassian.com/software/jira/product-discovery/guides/insights/overview#what-are-insights) and reactions.

\^ That would realistically be related to the [contributor role](https://www.atlassian.com/software/jira/product-discovery/guides/getting-started/user-roles-permissions) which is Free, but limited to those permissions.

You can review the [JPD pricing model](https://www.atlassian.com/software/jira/product-discovery/pricing) as well. For more on JPD in general to see if it's something that might meet your use case, we typically share these pages:

* [Getting started with Jira Product Discovery](https://www.atlassian.com/software/jira/product-discovery/guides/getting-started/introduction#what-is-jira-product-discovery)
* [Webinar recording](https://www.atlassian.com/webinars/software/get-started-jira-product-discovery)
* [JPD Handbook](https://community.atlassian.com/t5/Jira-Product-Discovery-articles/Preview-of-the-new-Jira-Product-Discovery-handbook/ba-p/2784396)
* [How to get started with Jira Product Discovery Webinar Q\&A](https://community.atlassian.com/t5/Jira-Product-Discovery-articles/How-to-get-started-with-Jira-Product-Discovery-Webinar-recording/ba-p/2375106)
* [Frequently asked questions](https://community.atlassian.com/t5/Jira-Product-Discovery-articles/Frequently-asked-questions-about-the-product-how-do-I/ba-p/2002378) - about the product (how do I...?)
* [How to uplevel your product discovery practice with Jira Product Discovery](https://www.youtube.com/watch?v=Yp0q7YVYM4c)

Hope that helps! Let us know if you have any questions about what's shared and mentioned above.