Jira service desk is used by many teams to provide support to for the products they develop. But soon enough repetitive tickets make the support process more mechanical and less collaborative. Organising these feature requests, suggestions & bug reports could be a way out of this. That is where Roadmap portal for JSD comes in - https://marketplace.atlassian.com/apps/1221519/feedback-roadmap-portal-for-jsd?tab=overview

2. I am Anand

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8. Support, Product,
Success teams triage
Ticket is routed to the relevant
team for further action or
communication
New ticket creation via
email/customer portal
Customers create a ticket - be it
a feature request, enhancement
suggestion or bug report
A little bit back & forth, but the ticket is
eventually closed
Depending on the urgency/severity of the item under
discussion there is a bit of back & forth. But the ticket is
closed eventually

9. Repetitive requests No collaboration

10. New ticket creation via
email/customer portal
Customers create a ticket - be it
a feature request, enhancement
suggestion or bug report
End users engage with
a public roadmap
They see if what they are
requesting already exists so they
can vote, comment on them
Support, Product,
Success teams triage
Depending on the urgency/severity
of the item under discussion there
is a bit of back & forth
Collaborate to provide
maximum value
Engage with internal stakeholders
as well as the customer community
to provide highest value

11. ● Get started
in minutes
● Merge with
your brand
● Seamlessly
integrated
● Power of
JQL
● Securely
built on JSD

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