Collect feedback in a place where your team can reply, link each relevant request to Jira work, and return to the conversation when there is progress. A portal or form handles intake; closing the loop also requires an owner, a customer-facing progress update and a response when the work ships.

Keep raw feedback separate from committed development work. Clarify the problem first, connect related requests to the same idea where appropriate, and only then decide what to build. Below are ways to collect feedback, followed by a practical request-to-delivery workflow.

Separate intake, discovery and delivery

A customer emails an idea, a stakeholder raises a request in Slack, and sales forwards feedback from a prospect. When those conversations stay scattered, it is harder to recognise that several people are describing the same problem. The most recent request—or the person making the most noise—can end up driving the next decision.

Bringing feedback together helps the team see those patterns, but collecting a request is only the beginning. Keep three activities distinct:

1. Intake: capture what people are asking for. Make it easy to submit feedback and preserve the context: who needs the change, what they are trying to do and where the current experience falls short.
2. Discovery: understand the problem and decide what to pursue. Group related requests, ask follow-up questions and weigh the problem alongside other priorities. A requested feature is one possible solution; it is not automatically a commitment to build it.
3. Delivery: turn an agreed improvement into work the team can ship. Link the supporting feedback to the relevant Jira work so the team can return to the original need and follow up with the requester when there is an outcome.

This distinction prevents every incoming comment from becoming a development task. The four approaches below help with intake in different ways; the workflow that follows shows how to connect that feedback to a decision, delivery and a customer response.

1. Released Hub

What if you could have a simple, clean portal for customers to submit ideas and also see what you’re planning to build next? That’s the idea behind Released, a popular Atlassian marketplace app with a focus on customer communication. Released enables you to create a portal for your customers where you can share your roadmap, provide updates and collect feedback. All deeply integrated with Jira.

Instead of a clunky form, customers get a clear, branded portal to share ideas. Feedback flows into an organized inbox inside Jira, where it’s easy to manage, respond and link to related work items. Comments on a roadmap item are linked to that item; for general feedback, your team selects the relevant Jira work from the inbox.

But it doesn’t stop at intake. Once you’ve decided on what’s next, you can use Released Roadmaps to share your plans. You can create different views for different audiences—a high-level one for customers, a more detailed one for key stakeholders. Because the roadmap uses your Jira work, you can review and re-publish the customer view without maintaining a separate planning database. You can choose a Board view to talk about priorities or a Timeline view when dates are important. This closes the loop. Customers see their ideas are heard and can follow along as you bring them to life.

Pros	Cons
Quick and easy setup, ready in 5 minutes	Requires a separate, paid subscription.
Fast and streamlined feedback inbox
Feedback collection on roadmap items
Branded portals

2. Jira Service Management

If you need a powerful, formal system, Jira Service Management is the heavy-duty option. It’s designed for customer interactions and can be set up as a sophisticated feedback portal.

You can create a branded help center with custom forms that guide customers to provide exactly the information you need. The feedback lands in structured queues, so you can triage and assign ideas systematically. It’s a robust solution that works well for larger organizations that need formal processes.

Pros	Cons
Offers a professional, branded help center	Requires a separate product license and adds cost
Create custom forms with a drag-and-drop builder.	Complex to set up
Uses structured queues to sort and triage feedback	Pricing is per-agent, which can be expensive
Includes powerful automation features
Has built-in CSAT surveys to measure satisfaction

3. Jira Issue Collector

For a no-frills, no-cost option, there’s the Jira Issue Collector. This is a feature built into Jira Software (company-managed projects only) that generates a snippet of code you can embed on your website or in your app.

It creates a simple feedback tab that users can click to open a form. They don’t need a Jira account to submit their thoughts, and the feedback lands directly in the Jira project you specify. It even captures the URL they were on, which is handy for bug reports.

Pros	Cons
Included with Jira Software, making it cost-effective	Form customization is basic and less polished
Lets users submit feedback without a Jira account	Lacks advanced queues, SLAs, and reporting
Automatically captures user browser and page URL for context	Open forms can be a target for spam
Can be triggered by a default tab or a custom link	No standalone feedback portal
	Only works with company-managed projects

4. Public Jira project

You could just open up a Jira project to the public. By changing the permission settings, you can allow anyone on the internet to view and create issues. Some open-source projects use this model to work transparently.

However, it’s really only an option if you can get a free open source or non-profit license, as the cost would get prohibitively expensive if you have to pay for a seat for each contributor.

Pros	Cons
Requires no extra licenses beyond Jira Software	Prohibitively expensive if you aren’t eligible for a free license.
	Can accidentally expose sensitive internal data
	The full Jira UI is confusing for public users
	Needs constant, careful administration to manage

Connect a customer request to Jira delivery

Imagine a customer asks to filter a dashboard by role. This example illustrates the workflow; it is not a customer testimonial.

1. Clarify the request in the inbox

Ask which team needs the filter and what they cannot do today. Keep the conversation attached to the request so the reason for the work is available later. In Hub, the inbox holds feedback threads and lets your team reply to the customer or add an internal note.

2. Link the request to the relevant work

If there is already a Jira work item for role filtering, link the feedback thread to it rather than creating another development task. A new suggestion may need discovery before it becomes committed work. Preserve that distinction when replying to the customer.

Feedback submitted on a Hub roadmap item is linked to its corresponding Jira work item. General feedback can be linked manually from the inbox. See how feedback links to Jira.

3. Share progress and collect interest

When the idea is ready to communicate, include it in the customer-facing roadmap. Explain the outcome in the public description and review what readers will see before publishing.

Hub’s wishlist feature lets a reader use the heart on a roadmap card to express interest. Wish counts help the team see interest in an item; they are one input to prioritisation, alongside the problem, effort and strategic fit. This is the specific voting-style interaction Hub documents, rather than a promise of every feature offered by a general voting platform. See wishlists and their settings.

4. Close the loop when work ships

Check that the capability is actually available to the customer. Publish a clear release note and return to the feedback thread with a direct reply, for example: “Role filtering is now available. Choose a role from the dashboard filter menu. Here are the instructions.”

Hub’s inbox supports customer replies through the portal or email. Make someone responsible for following up; do not assume that moving a Jira ticket to Done automatically sends that message. The inbox documentation distinguishes customer replies from internal notes.

If the team decides not to build the feature, explain that decision too. A closed conversation should mean the customer understands the outcome, not simply that someone changed a status.

For the announcement itself, use the Jira release-note workflow to turn shipped work into an edited, customer-ready update.

Which approach should you choose?

There’s no single right answer. It comes down to your budget, your team’s needs, and how you want to interact with your customers.

Method	Best for	User Experience	Cost Model
Released Feedback & Roadmaps	Teams wanting a simple, integrated feedback and roadmapping solution.	Clean, Modern & Branded	Per User
Jira Service Management	Large teams needing a professional, scalable service desk.	Professional & Branded	Per Agent
Jira Issue Collector	Teams on a budget needing simple, embedded website feedback.	Basic & Functional	Included with Jira Software
Public Jira Project	Open-source projects that require full public transparency.	Complex	Included with Jira Software

Ultimately, the tool is just a means to an end. The real goal is to create a rhythm where you’re consistently listening to customers, understanding their needs, and using that insight to build a better product.

Explore Hub feedback or start a free trial in Jira.