Tracking Feature/Enhancement Requests
RespondidaWe receive feature requests from our enterprise clients and I'd like to consider tracking them in ZD.
It seems like most suggestions are to link ZD to JIRA or other tracking software, but I'd like to not create a JIRA until the request has been approved and we want to put it on the roadmap.
At a previous company, we made feature requests be type "Problem" so that we could link multiple people requesting the same thing. That isn't really something we experience at this company (multiple people requesting the same thing.)
Currently at this company, we've been using "Task" for feature requests, but I'm not a fan of that. I wish there was a "Type" for "feature request." I'm curious what workflow others have used for tracking feature requests within ZD alone.
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Hi Nikki –
(Fyi, I'm moved your post to the "Troubleshooting and Q&A" topic – "User Tips & Tricks" is for user to post their own creative solutions).
One thing you could do is consider a specific tag (and a macro to add that tag, so there's no risk of anyone misspelling it) or a checkbox field to flag your features requests.
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@...
Yeah, we currently have a checkbox, and as I mentioned, they've been putting them as type "Task" ... I was wishing for something different, although I'm not sure I can describe exactly what my problem is with this solution. I was just hoping that someone else had done all the thinking on this and implemented all the solutions that I haven't even thought of yet haha
For example:
- I'll want to put a custom dropbox in my ticket submission form so that the user can select "make a suggestion" (or whatever wording).- I'll probably want a custom field (internal) for us to track the status up until the point that I create the JIRA ticket, something like: "in review" "denied" "approved" "JIRA created"
- Probably use type "Problem" so that I can link Incidents at some point in the future if we begin getting duplicate requests.
Just hoping someone has thought through all of these needs. I was really surprised that I couldn't even find a marketplace app to do this (except ones that integrate with tracking your requests in an outside product.)
Also, thanks for organizing my post into the right place.
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Glad to help, Nikki. If you have a dropdown in your ticket form already where you're asking about their reason for contacting you, then "Make a suggestion" could go into that too and then you wouldn't need an extra field for it.
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We don't yet have such a field but I'm thinking I need to create one.
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Does anyone know of a third party application for this? We would like to expose this on our community for customers to up vote and down vote ideas for product management
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Hi John, have you checked our Apps Marketplace? I searched for "product feedback" there and got some hits that might be work looking at: https://www.zendesk.com/marketplace/apps/?query=product+feedback
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Yes I have checked.. There are several but I was hoping to find someone on here that has used one that they have embedded into their community
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