Craft.io Feedback Portal is a great way to collect feedback, either directly from your end customers or via internal teams like Customer Success or Sales.
In this article, we’ll walk you through the Feedback Portal setup process and how to configure it to your needs.
1. Create a New Feedback Portal:
From the Main Navigation menu, under "Discover", click on ‘Feedback Portal’.
Note: only the owner of your workspace can create the Feedback Portal.
Then, you'll be prompted to set your company name, your Feedback Portal’s name and the sub-domain for the URL. This will be the destination where your customers will go to log new ideas and feature requests.
You'll also have the option to add an image, and to specify which Workspaces will be connected to the Portal. This step allows you to connect customer feedback to Features within Craft.io, so it’s important to select the correct Workspace which will eventually house the Features that will deliver on your Customer needs.
2. Setup Feedback Portal Categories
Next, create some categories to help to organize your customer feedback (for example: Feature requests, Ideas, Bugs). These categories are like folders and don’t necessarily need to reflect the structure of your Product hierarchy within the Craft.io Workspace. Adding a description for each category can be useful in helping those submitting to correctly categorize their feedback.
3. Configure your Portal’s settings
Access settings by clicking the ‘Settings’ icon in the top right corner of the screen. The first option, General Settings, allows you to edit the name, URL, and logo of the Portal. It also allows you to set the Portal's Privacy.
You can choose from two types of access to the portal:
Anyone with the URL can submit feedback to the Portal. They will be required to sign-up but do not need to be specifically added to your Portal as an invited user.
Users will be able to see other people’s feedback submissions.
This option is typically used to collect feedback from a large group of end customers who would receive an email from you inviting them to submit feedback via your Portal URL.
Only pre-defined users will be able to submit feedback. Each invited user will need to register an account to access your Portal.
This option allows you to group users into specific companies inside the 'Company List', and to control whether they can see submissions from other users when visiting the Feedback Portal.
The restricted access option is typically used when you want your internal teams to log feedback on specific pain points or sales opportunities on behalf of partners or customers. The restricted access option also allows you to control who can access the portal and limit what customers from different companies can see while submitting feedback.
4. Manage Teams
You can invite individuals from your organization to both submit feedback and help you maintain the Feedback Portal. From the Settings screen, navigate to Team Manager, enter the email address of the user and select which permission type you would like to allocate them to.
We recommend using the Team manager only to invite users from your core team who will assist you with managing feedback and administrating the portal.
5. Set up Companies
If your organization wants to collect feedback from multiple companies or groups, use the Company List feature to create organized groups in the portal. These groups often represent actual companies that use your products, your customers; but they can also be used for internal feedback collection by representing internal groups within your organization. In addition to being more organized, creating Companies will also help you control who has access to the portal and to certain categories, and whether users within different companies can see each others’ feedback.
Note: this option is only available when you’ve selected the ‘Restricted Access’ option in the General Settings section.
To set up Companies, from the left-hand menu select Company List, then click Add Company. Next, type in the Company’s name, then set the size of the Company as well as the Company’s value (this can be used to represent values like revenue, customer lifetime value or segmentation score for the company in question), and then scroll all the way to the bottom and select what Workspaces the customer’s feedback will connect to.
Now you're ready to invite the Company’s users to this portal. You have the option to either manually type in the emails of all the users you'd like to invite and then they will receive a personal invite via email, or alternatively invite the users via a company-unique link. This means that you can easily and quickly invite a massive amount of users by sending the unique company link to a group email, or to publish it on a webpage (instead of typing the emails in one-by-one). To guarantee that only users from the same company can join their group, each company is defined by a set of email domains; only users with emails that match the specified domain will be allowed to sign up to the Feedback Portal.
For example, if one of the companies you defined is Wallmart and their domain is wallmart.com, then type in that domain in the window under Invite link, and click on "Add domain".
After you added the relevant domains, you can copy the invite link and and send it to the relevant users within that company.
6. Define questions
The Feedback form gives you the ability to add to the portal specific questions, to direct the users to provide you with the answers you are looking for, in order to get the most of their feedback. For example, you can add questions such as “Are there any other features you'd like us to develop?”, “What can we do to make our product better?”, or even “How would you describe your experience?”. Alternatively, if the portal is used internally to get feature requests, you could direct your peers to address your needs with questions such as “What is the problem you are trying to solve?”, “Who is the user impacted by this problem?”, and “What is the business value/benefit to the user?”.
To set up the form, from the left-hand menu select Feedback form, then click Add question.
If you are puzzled about what you could ask, you can use the "Guru Feedback" which includes a large bank of preset questions you could add with a click, that represent some of the best practices for feedback collection in the industry.
Feedback questions can be defined as “required” in order to ensure receiving answers to the important questions. You can add as many questions as needed.
7. Manage your workflow
When a customer submits a new piece of feedback, the Portal manager can update both the customer and Craft.io users with the status of this feedback submission (e.g., New, In Progress, etc.). You can manage the titles of each status as well as their default order in the Workflow & Statuses menu. Add new statuses, delete existing ones, change their corresponding color or reorder the options using drag and drop.
In addition to the 'Feedback status', you can also use the 'Internal status' to manage the progress of a feedback submission, which you may wish to communicate only internally. This status is only visible to specific users you’ve invited on the Team Manager page and who have been granted the right permissions (Editor or above). Under Feedback internal statuses, you can add new statuses, delete existing ones and reorder in a similar fashion to the user-facing workflow status.
Finally, there’s an option to manage the Feedback importance value available to the user submitting the Feedback, such as ‘Must have’ and ‘Nice to have’. Define your own values, delete existing ones and reorder as needed.
Next up: Check out this article where we walk you through the full journey of a feedback item.