Jira Product Discovery: Capture customer insights
Capture customer evidence in Jira Product Discovery through an idea’s Insights → Create an insight, adding the observation, source URL and relevant labels.
An insight should explain what the customer did or experienced, not just repeat the feature title. Keep observations and interpretation separate so later prioritization can be challenged.
Step-by-step guide
Select the idea that the evidence actually supports
Read the idea’s problem statement before attaching the note. For example, a customer unable to identify failed invoice exports supports export-error visibility; it does not necessarily support an automatic export scheduling feature.
Create the insight with provenance
Open the idea, choose Insights → Create an insight and describe the observation. Attach the interview note or support URL when appropriate. Include enough context for a teammate to understand the affected user and situation without guessing from a bare link.
Classify the evidence carefully
Choose an impact level when justified and add labels that help retrieve similar evidence. Explain the observed severity in the description rather than using impact as an unexplained endorsement. Linking to an external product does not by itself configure its integration.
Review the idea’s evidence set
Select Create, then inspect the Insights tab. Filter and sort to find related observations and use the pencil control to correct a misleading description. Avoid counting several copies of the same conversation as independent customer support.
Common mistakes
Treating evidence count as customer count
Several notes may come from one person or incident. Preserve source context before using insight volume to argue for reach.
Sources and verification
Based on product documentation checked on 2026-11-04. This is a documentation-based guide, not a hands-on benchmark. Features and availability can change.