There are whole classes of software that are built around aggregating and storing customer feedback in a more-raw format than JIRA tickets. See: Prodpad or Productboard or even JIRA product discovery.
I use ProductBoard. It’s not perfect, but it basically does a good job of making it easy to get feedback into the tool, and then tag/sort/organize it in a variety of ways. At this point we’ve got 5k “insights” all tied to customers & prospects. It helps us identify smaller things we might have missed, and makes it really easy to get a lot of historical feedback quickly when we do decide to tackle a feature.
If done right it forces the asker to really think about and flesh out their idea, most ticket systems don’t necessarily enforce great descriptive hygiene. But if you use an idea portal you can force the requester to answer a bunch of questions with min char counts that make them really think about the idea, then they can get feedback from others who might have a similar problem. Additionally most other channels for receiving feedback are unstructured and won’t result in high quality feedback, nor an accurate description of the problem, these types of tools have a much better chance of getting real serious feedback, bec only the ones who really care will persevere through all the questions.
If you just drop every customer email complaining about a supposed problem into a ticket in your company’s private queue, no one but internal employees will ever see it (and 99% of those won’t ever notice it or read it) but if you give your users a place to vent and discuss their ideas (with moderation of course) you can have a pretty powerful new idea/roadmap tool.
