🛠️ Use Cases for Support & Customer Success
Smart Forms for Jira empowers support and customer success teams to simplify intake, collect meaningful feedback, and automate ticket creation in Jira or JSM — all without needing external users to log in or internal teams to manually create issues.
.png?inst-v=1a593684-7276-4dd5-afd8-82a4e432328c)
Share Support Request Forms Externally
Who it’s for: Customer support teams, client success reps
Problem it solves: Allows customers to submit structured requests without Jira access
How it works: Share a Smart Form via link, issue, or JSM portal. Data maps to the correct Jira issue or request type.
Smart Forms features used: Public link sharing, attachments, create new issue, conditional logic
Embed Help Request Forms Anywhere
Who it’s for: Support leads, onboarding teams
Problem it solves: Enables non-technical users to request help or report issues from wherever they are (external site, help page, internal wiki)
How it works: Embed a form directly on a help center, knowledge base, or external-facing site
Smart Forms features used: Embeddable forms, field logic, file upload
Send Automatic Email After Form Submission
Who it’s for: Support agents, onboarding teams
Problem it solves: Users want confirmation or status after submission
How it works: Automation triggers an email response based on submission data
Smart Forms features used: Smart Forms + Jira Automation
Collect Customer Satisfaction Score (CSAT) or NPS
Who it’s for: Customer experience teams
Problem it solves: No centralized, repeatable method to collect structured feedback
How it works: Share post-resolution form to capture feedback on service quality
Smart Forms features used: Public form sharing, form logic
Sending Prefilled Forms to Users Outside Jira
Who it’s for: Support, success, onboarding teams
Problem it solves: External users don’t want to re-enter known data
How it works: Send forms that already contain user info, context, or issue summary
Smart Forms features used: Field prefill, shareable links, conditional visibility
Route Tickets Automatically Based on Request Type
Who it’s for: Tier 1-2 support managers
Problem it solves: Manual routing of incoming requests creates delays
How it works: Field selections (e.g. category or priority) trigger rules to assign tickets to the right queue or assignee
Smart Forms features used: Field logic, Jira Automation integration
Create Issues and Link to Epic
Who it’s for: Customer support or onboarding teams managing larger initiatives
Problem it solves: Helps keep smaller requests tied to larger efforts (e.g., onboarding epics)
How it works: Issues created via form are automatically linked to an Epic
Smart Forms features used: Multi-issue logic, Epic linking, automation
🧩 Benefits for Support & Customer Teams
Accept structured requests from customers without giving them Jira accounts
Reduce time spent triaging or manually responding
Automate routing and acknowledgment
Collect actionable feedback consistently
Improve transparency, speed, and user experience