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Managing customer requests inside Jira

Requests feature is a part of a limited launch and is not available to all. It is subject to change and may be rolled out to all customers based on success.

Jira allows you to view all your customer requests inside your software project. The requests are automatically categorised based on request types you can define. You can then, easily triage and work on them.

Learn more about request types.

This feature is powered by Jira Service Management, which is a purpose-built Atlassian product about service management, incidents, changes, and everything IT. You can connect Jira Service Management to your software project by contacting your Jira admin.


Plan sprints better by connecting to Jira Service Management

After connecting to Jira Service Management, requests raised by customers are automatically visible in the requests tab of your software project. This will empower you to plan sprints better. You can also –

You can link issues from your sprint board to a customer request. Linked issues will appear below the description of each other’s issue view and help by adding context.

Learn how to link issues and requests from issue view.

Streamline receiving requests

You can allow customers to raise requests through Slack, Microsoft Teams, request form, email, and chat. Irrespective of the channel, all requests will appear in the requests tab.

Learn more about request channels.

Build a holistic request management practice

When you select a request inside your software project, you are taken to your Jira Service Management issue view where you can;

  • Create subtasks — split the issue into smaller chunks or to allow various aspects of an issue to be assigned to different people

  • Assign — assign request to your team members

  • Comment — make notes, track progress, tag relevant people - record all relevant information on the same ticket

  • Reply to customer — ask for information, inform about progress and talk to the person who raised a request directly

  • Link issue — link issues from Jira Software

Learn more about Jira Service Management issue view.

This image shows the Jira Service Management issue view.

Connect Jira Service Management to your Jira software project

This image shows a view of how your requests tab will look once turned on.

When you turn on requests for your software project, the requests tab will appear in the left navigation bar. When you select Try for free inside the Requests tab, we will automatically create and link a new Jira Service Management project to your software project.

The name of your new service project will be “<your service project name> support“. For example, if the name of your software project is “Payments”; your service project will be called “Payments support”.

To quickly get you started, we will provide you with a pre-built request form. You can quickly preview the form and share with your customers. The requests raised through it will automatically appear inside the requests tab.

We will also auto-select a project template suitable to the needs of your team.

Who can view the requests raised by your customers?

By default, every member who is a part of your software project will be able to view requests raised by your customers but not make any changes to them.

The admin of your service project can allow team members to make changes, by selecting (icon) > Add team member. If you’re on the free plan, you can provide edit access to upto 3 members.

If you wish to upgrade a team member to the admin of your service project, you can do in Jira Service Management.

  • In Jira Service Management, select Project settings > People.

  • Under the Role column, select Administrator.

  • You can select Remove if you wish to revoke a member’s access to Jira Service Management.

You can changes permissions for all your team members inside the User roles page in Jira Service Management.

Alternatively, you may select (icon) > Add team members from the top right corner in your software project.

Still need help?

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