Feature request handling

Hi Hema Ranganathan. Are you using the Zendesk JIRA Integration? This will allow you to accomplish most of what you're looking for I believe. Triggers can be used from both the JIRA and Zendesk side to re-open tickets based on JIRA status, set internal notes on the Zendesk ticket from JIRA, and link all of it in both JIRA and Zendesk.

Hi Chris,

  Yes, we are using Zendesk Jira Integration.  We are closing Jira tickets as well once the enhancement is accepted and tracked in the Engineering project.  The reason for doing this is: some enhancements may be long term features and we don't want to keep the Zendesk ticket or the Customer jira ticket open until it is implemented.  Looking for a way to communicate the high level delivery vehicle/ETA and close them both.  We also want to notify customers when the feature is implemented and in production.

regards,

Hema

That's similar to what we do. We created a JIRA Project specifically for Feedback. We notify the user that we're collecting feedback in this area and will let them know if/when the issue is addressed. Then we attach Zendesk tickets to relevant Feedback ticket and set the Zendesk ticket On Hold. Once we reach a threshold with enough tickets to prove to the devs that it is a project that would greatly improve the product, then we sit down with them and to get it on their radar.

Once devs do the discovery work and create an epic, we attach the epic to the Feedback ticket. Once the work is done, we bulk notify all of the users that it is done, then resolve the Feedback & Zendesk tickets.

Hi Chris,

  Keeping feature request tickets open until they are implemented and released in production - wouldn't this affect the average response time for the tickets overall?  

Also, how do you bulk notify customers?  Is it through Zendesk or outside of Zendesk?

regards,

Hema

Hi Hema! It does increase time to resolution, but because we send a reply right away to let them know we're logging the feedback, it doesn't impact our reply time. Having a true resolution time also helps us focus on what we can do better, whether it's logging more feedback to get to threshold or letting our devs understand the impact to the users if they wait to do the work.

We notify customers in Zendesk. The resolution of the JIRA ticket reopens the associated Zendesk tickets and then we bulk email a message to them. One of the advantages to putting the tickets On Hold is that we can then reopen them and send a message. If we solved them and it takes more than 28 days to resolve, then we would have to create follow-up tickets.

Thanks for your input Chris.

I have been looking for a similar flow for our dev side (Linear) and Zendesk regarding feature requests from customers.

I agree with the way you are approaching this, with one question. How do you put a ticket "On Hold". Is this a custom status that keeps tickets in the "Open" category? 

TIA

Thanks @brett13

Many thinks for the link. Got it sorted.