Feedback status automations keep customers informed as their requests move through your backlog. When a connected work item reaches a mapped status in Craft.io, the feedback item updates automatically and the submitter is notified - so the full delivery loop, from customer request through to completion, runs without anyone having to track it manually.
How feedback status automation works
The automation is driven by a mapping you define: when a work item reaches a specific status, any feedback item connected to it moves to a corresponding feedback status.
When does it fire?
The rule fires when all work items connected to a feedback item share the same mapped status. If only one of several connected work items has reached the mapped status, the automation holds until the rest catch up. This prevents a feedback item from being marked complete when only part of the work is done.
What triggers it?
Status changes made directly in Craft.io, or updates pushed from a connected dev tool - Jira, Azure DevOps, or Linear. When a dev ticket closes and syncs to Craft.io, the automation fires just as it would for a manual update.
Which direction does it run?
One direction only. A work item status change updates the connected feedback item, but changing a feedback status does not affect the work item.
How to set up a status mapping rule
Follow these steps:
Go to Workspace Settings > Workflow & Statuses > Status Mapping
Scroll to the Work Item - Feedback Status Mapping section
Click + Add Rule
Select a work item status from the first dropdown and the feedback status you want it to trigger from the second
Save the rule
You can add as many rules as you need - for example, mapping Dev in Progress to In Progress and GTM Launch to Released.
Tip: When saving a rule, you have the option to Apply rules to existing items. This immediately updates all feedback items already connected to work items in the mapped status. Use this when setting up the feature for the first time to bring your existing feedback statuses in line with where the connected work actually is.
What the submitter sees
When a feedback item's status updates through the automation, the submitter receives an email notification letting them know the status of their request has changed. They do not need to follow up, and you do not need to remember to tell them.
For teams using the feedback portal as a customer-facing channel, this gives submitters a live view of where their requests stand - not just a submission confirmation.
Best practices
Map the statuses that matter to customers.
Not every internal work status needs a corresponding feedback update. Focus on the transitions that are meaningful to the person who submitted the request - typically when work begins and when it is complete.
Use "Apply to existing items" when setting up for the first time.
If you have a backlog of feedback items connected to work that has already progressed, applying the rules retroactively brings everything current without manual updates.
Consider how feedback connected to multiple work items should behave.
If a single piece of feedback is driving more than one work item, the automation waits until all of them reach the mapped status before updating. For feedback that is only partially addressed by one of several items, you may want to update the feedback status manually rather than waiting for the full set.
What comes next?
Connect and promote feedback to the backlog - link feedback items to work items to enable status automation
Core concepts - feedback items, companies, submitters, and statuses - understand how feedback statuses work
Setting up a feedback portal - configure your portal from scratch
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