How to collect requests through forms in Jira

This section explains how to use Service Desk forms to collect customer requests and inquiries. Every form submission made through your User Portal automatically creates a Jira issue, ensuring that each request is logged and ready for processing.

Create a Form

Start by selecting one of the available templates or create a new form from scratch. Templates provide a quick way to standardize common request types while custom forms allow you to tailor the intake process to your organization’s needs.

Customize Input Fields

Add custom fields to capture the exact information required for issue processing. Structured input fields ensure that each Jira issue includes all necessary context for assignment and resolution.

Set Access Controls

Define who can view and submit forms by configuring access permissions. This helps ensure that only authorized users can submit requests.

Embed Forms on Your Website (Optional)

Hipporello forms can be embedded on websites or platforms such as Framer, Shopify, Wix, or WordPress. You can place multiple forms across different pages, and each submission will create a Jira issue.

Notifications

When a form is submitted, relevant stakeholders including the portal owner, assigned agent, and issue collaborators receive notifications so that the request can be reviewed promptly.

Submission Details in Issues

Each generated Jira issue includes submission metadata such as the requester’s country, IP address, browser type, and submission channel. Teams can add internal comments to coordinate work privately.

Direct Communication

Teams can communicate with requesters directly through issue comments or email replies, ensuring that all communication remains centralized and traceable.