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Tip

Customer Case is a flexible and full-fledged solution for Jira Cloud. It allows you to transform your Jira into the feedback and helpdesk system and manage all kinds of request from your customers.

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Info

Here are some use cases of our solution:

  • Issue reports from external users.
    • Let customers inform you of any issues they are experiencing with your products or services. Your team will get instant Jira email notifications.
  • Collaboration within departments.
    • Setup a corporate forum for discussing business issues and sharing initiatives between departments.
  • Communication with contractors, suppliers, third-party companies.
    • Accelerate the service provision to any third parties through the dedicated portals.
  • Comprehensive insight for product managers, marketing analysts, and product owners.

Key Features:

Table of Contents

1.

Single Customer Portal Uniting All Forum Types

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linkhttphttps://customer-case-demo.stiltsoftstiltsoft.customercase.com/forums/democustomer-case-productfor-forumjira
nameView Customer Portal


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2. Management of Feedback and Support Forums

Forum Management in Jira

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linkhttps://stiltsoft-stage.atlassian.net/plugins/servlet/ac/customer-case-for-jira-stage/forum-browser
nameOpen the List of Forums

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Creation of Forums from Jira Projects

3. Embeddable widget for feedback collection

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linkhttps://docsstiltsoft-stage.stiltsoft.com/display/CustomerCase/Managing+Feedback+Widget
nameUse the Widget

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atlassian.net/plugins/servlet/ac/customer-case-for-jira-stage/forum-browser
nameCreate a New Forum

Tip
  • Feedback forum type allows you to collect feedback, ideas, and feature requests from your customers
  • Support forum type allows your customers to submit their support requests or issues encountered with your product


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Private Forums

4 Creation of Forums on the Basis of Jira Projects

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linkhttps://stiltsoft-stage.atlassian.net/plugins/servlet/ac/customer-case-for-jira-stage/forum-browser
nameCreate a New Forum

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Configure Access Restrictions

Tip

Setting up a private forum is available only for feedback forums. It helps to close a forum from anyone who doesn't match the email domain or emails access restrictions.

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Individual Configuration of Login Options for Each Forum

5. Quick Request Submission

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linkhttphttps://customerstiltsoft-case-demostage.stiltsoft.com/forumsatlassian.net/plugins/servlet/ac/customer-case-for-jira-stage/forum-browser
nameSubmit Idea

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Configure Login Options

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Quick Request Submission

6. Intuitive Mechanism to Vote on Ideas and Watch Them

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linkhttphttps://customer-case-demo.stiltsoftcustomercase.com/forums/customerproduct-case-forumfeedback/ideas/8700-support-for-idea-filtration-by-multiple-statusescreate
nameWatch or Vote on Submit Idea

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Tip

You can add the Components field on the form that helps to distinguish requests by a product, project, or issue category. 

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Vote on Ideas and Watch Them

7. Instant Lookup for Assigned Tickets (for Service Agents)

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linkhttphttps://customer-case-demo.stiltsoftcustomercase.com/forums/data-feed-aggregator-forum?assignee=me
nameView Assigned Tickets

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product-feedback/ideas/24100-bulk-delete-of-comments
nameWatch or Vote on Idea

information You can vote/unvote on ideas from the main portal page.

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The Assigned and Unanswered Filters

8. Rapid Transition to Jira for Ticket / Idea Management

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linkhttphttps://customer-case-demo.stiltsoftcustomercase.com/forums/data-feed-aggregator-forum/ideas/4950-issue-with-registration-in-customer-case
nameView Requests in Jira

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dev-team
nameCheck the Filters

information Only available on support forums for the Jira licnesed users aka Agents.

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Sorting Tickets and Ideas

9. Individual Configuration of Login Options for Each Forum

Handy Button
blanktrue
colorGreenBlue
linkhttps://stiltsoft-stagedemo.atlassiancustomercase.netcom/plugins/servlet/ac/customer-case-for-jira-stage/forum-browser
nameConfigure Login Options

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forums/product-feedback
nameCheck the Sorting

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The Status and Category Filters

10. Creation of Forums with Access Restrictions

Handy Button
blanktrue
colorGreenBlue
linkhttps://stiltsoft-stagedemo.atlassiancustomercase.netcom/plugins/servlet/ac/customer-case-for-jira-stage/forum-browser
nameConfigure Access Restrictions

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forums/dev-team
nameCheck the Filters

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Prioritize Ideas by the Number of Votes

11. Support for Custom Domains (for Complete Branding)

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linkhttps://stiltsoft-stagedemo.atlassiancustomercase.netcom/plugins/servlet/ac/customer-case-for-jira-stage/general-settings?s=customer-case-for-jira-stage__general-settings
nameSet Custom Domain

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forums/product-feedback?sort=top
nameTry to Prioritize Ideas

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Rapid Transition to Jira

12. Configuration of Mailboxes for Email Communication and Request Conversion

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linkhttps://stiltsoft-stagedemo.atlassiancustomercase.netcom/pluginsforums/servletsupport-requests/acideas/customer20254-caseepic-forname-jira-stage/mailboxes?s=customer-case-for-jira-stage__mailboxes
nameManage Mailboxes

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and-story-name
nameView Requests in Jira

information This is only available for the Jira licensed users aka Agents.

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Support for Custom Domains (for Complete Branding)


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Email Communication with Customers


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User Activity

13. User Profile with Details on Activity on Portal

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linkhttphttps://customer-case-demo.stiltsoftcustomercase.com/users/7016900
nameView User Profile


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14.

Add Participants to Requests

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linkhttphttps://customer-case-demo.stiltsoftcustomercase.com/forums/demo-product-forumfeedback/ideas/620424151-improvesocial-performance-with-oracle-database-12cmedia-sharing
nameShare Requests with People

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information This is only available for the Jira licensed users aka Agents.

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Answer Tickets Right in

15. View Forums in Atlassian

Jira

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blanktrue
colorGreenBlue
linkhttps://stiltsoft-stage.atlassian.net/plugins/servlet/ac/customer-case-for-jira-stage/forum-browser?ac.filter=support
nameView Forums in Jira
browse/DEMO-6
nameAnswer the Ticket

information This is only available for the Jira licensed users aka Agents.

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Internal Communication

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linkhttps://stiltsoft-stage.atlassian.net/browse/DEMO-6
nameAsk the Team

information This is only available for the Jira licensed users aka Agents.

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Observe Ticket's Details and Quickly Switch to the Portal

information This is only available for the Jira licensed users aka Agents.

Handy Carousel

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