Product discovery and Service desk integration
Asked by Kevin G?rard:

Hi,

an important part of using an idea management tool is to elaborate it closely to our customers.

Currently we're using the jira service desk as our main platform for customer incidents \& feature requests. We were wondering what the plans are concerning including the idea management (views) into the service desk portals.

Customers with us cannot otherwise see the ideas views, even when shared. unless we sent the link manually.


Answers:
author: Karina Caverly
body: Hello, reviving an old thread! I am wondering if this issue has progressed - specifically curious about the workflow/mechanisms to take a portal-submitted idea through Jira Service Management and add it as new idea in a Jira Product Discovery list (not as an insight to an already-existing idea, but rather as an idea unto itself).

Thanks for the advice in advance!

comments: author: Yael Kropsky
body: Also very interested in how this might be made possible!


author: Tanguy Crusson
body: Hi [@Yael Kropsky](/t5/user/viewprofilepage/user-id/4015275) [@Karina Caverly](/t5/user/viewprofilepage/user-id/5424606) , today this is how it works:

<https://www.loom.com/share/c354fdfd133247d0b87c61f825bc61a7>


author: Michelle
body: Hi [@Tanguy Crusson](/t5/user/viewprofilepage/user-id/502312), is there a plan to have this integration?

Thanks!


author: Tanguy Crusson
body: Hi [@Michelle](/t5/user/viewprofilepage/user-id/5194421) same answer as last week:  
<https://www.loom.com/share/c354fdfd133247d0b87c61f825bc61a7>


author: dcoustas
body: Tickets from Service desk could be simply a type of insight. I think it would be very helpful and beautifully integrate the two.


author: Tanguy Crusson
body: Hi [@Kevin G?rard](/t5/user/viewprofilepage/user-id/4248770) , as [@Sarah Stenhouse](/t5/user/viewprofilepage/user-id/4541892) mentioned we're looking into the jobs of "sharing plans and collecting feedback" to try and see how we should tackle that.

Would you be open to a 30min chat to talk about your use case? I'd love to understand more how you currently use Jira Service Desk for incidents and feature requests - and how you plan to use Jira Product Discovery as part of that.

Here's a link to book time: <https://calendly.com/tcrusson/30min-1>

Thanks!

Tanguy

comments: author: Kevin G?rard
body: Hi [@Tanguy Crusson](/t5/user/viewprofilepage/user-id/502312)

I'm lacking the time right now to organize this ;) plus we're in full migration mode , with the service desk comming in a few months time.

This tool might be a game changer for us, so we are looking to how we want to use it and where it would fit in our solution.   

Basically we use our customer service desk to get incidents, problems and support. But our customers can also log 'suggestion'.   
The problem is right now we have multiple hundreds of these 'suggestions' open and customers have 0 overview of what has already been asked.

The idea now is to use the project itself internally, but to share views with customers, one option being via the service desk portal.  

The problem with the currently active share functionallity, is that you basically just copy the page URL, with a potential full-screen querystring. I Did see somethings in your earlier demos where you had the option to share the view externally.   

One idea i'm playing with is to offer a Confluence page, containing an iFrame where i will add this view. but it's important that people outside of the company can see, search and interact with the ideas. (and potentially create)

to give you a bit more overview, the 'old' flow is

Customer SD -\> PO project for product management -\> Software projects

i think in our future setup Product Discovery is a much better fit and will replace the PO section.

Hope this helps!

i'm certainly willing to schedule the call when i've got a bit more time available


author: Tanguy Crusson
body: Thank you [@Kevin G?rard](/t5/user/viewprofilepage/user-id/4248770) , we really appreciate the detailed feedback!


author: Sarah Stenhouse
body: Hey [@Kevin G?rard](/t5/user/viewprofilepage/user-id/4248770)

Thanks for sharing this use case with us. We don't have anything in our short terms plans that I can see but it is certainly something we intend to do. Keep an eye on the community if we decide to prioritise one of the team will normally share a post.

Thanks,

Sarah

comments: author: Kevin G?rard
body: Hi Sarah,

thanks for your answer, i'll keep an eye out on the community.

in meantime, is there a product roadmap we can follow concerning the development of the Product Discovery?

it'd be grant to have an idea on what's comming


author: Sarah Stenhouse
body: Hey [@Kevin G?rard](/t5/user/viewprofilepage/user-id/4248770)

Thanks for getting back to me. Unfortunately, we do not have plans to share the roadmap at the moment, however, it is something we plan to make public in the future. Sorry, I can't be more helpful.

Thanks,

Sarah


author: Irina_Bel_Stiltsoft_
body: Hi [@Kevin G?rard](/t5/user/viewprofilepage/user-id/4248770) ,

As an option, I would advise trying the[Customer Case for Jira](https://marketplace.atlassian.com/apps/1212531/customer-case-jira-support-feedback?hosting=cloud&tab=overview) and creating a public portal for collecting feedback from customers (or from employees) for Jira Product Discovery project. Every idea created on the portal goes automatically into it. You can also create a private feedback portal with email domain or specific email restrictions. We're on the way to implementing the same functionality as in other projects that Customer Case forums can be mapped to (Work Management, JSM, Software).

comments: author: Shawn Giese
body: Any update on these additions? Would also like to simplify the interface for people to search and submit ideas.