How do you handle customer feedback collection❓

[Evan Fishman - Rally for Jira]

Quick question for teams in the Atlassian space.

How do you handle customer feedback collection❓

I'm seeing teams use Confluence spaces for organizing feedback, while others integrate tools like Typeform and SurveyMonkey directly with Jira.

What's your setup? What works best for your team?

Would love to hear different approaches!

[Julie Daniel]

Having tried Confluence pages for a while, I found them to be great for small projects or functionality initially but not scalable beyond short-term.

We now use a Jira service desk to triage incoming feedback and requests, linked to working projects behind the scenes. It's far more accountable, traceable, and reportable.

Each to their own of course, but we migrated all of our outstanding feedback items from Confluence to the JSD and haven't really looked back.

[Evan Fishman - Rally for Jira]

Really appreciate you sharing this @Julie Daniel, JSM looks practical with your structure. How does the workflow look like though? especially with the being traceable aspect.

Trying to look into how teams can use Rally for feedback.

[Keimpe de Jong]

Depends if you are refering to Jira Software or Jira Service Management.

For customer feedback on business questions my organization doesn't use Atlassian for IT Service Management.

[Evan Fishman - Rally for Jira]

@Keimpe de Jong What do you guys use then? 

[Keimpe de Jong]

@Evan Fishman - Rally for Jira we use Ontdek TOPdesk, het platform voor servicemanagement | TOPdesk, (IT) Servicemanagement Platform based in the Netherlands