The Feedback Portal is a great tool to help product managers collect and manage feedback from customers. Whether it’s a Portal shared with your end customer or with specific teams within your organization, the Feedback Portal helps you stay on top of your customers’ most vital needs.
Each Portal can be set up in one of the following ways:
- Public access: allows anyone with the link to submit feedback in the Portal
- Restricted access: gives you the control to invite specific users to the Portal and limit what information users in different companies or groups can see.
There are additional advanced settings to help you manage your Portal, so when you’re ready, we’d recommend reviewing how to set up a Feedback Portal.
For now, let’s review the basics:
Once they register, customers can submit feedback by clicking ‘add Feedback’ on the top right of the screen of the Portal. Their feedback can include a title, description, and attachments. Based on the structure you’ve defined when setting up the Portal, customers will specify a category for the topic and the importance of the feedback request, helping you to organize your customer input.
Customers can search submitted feedback and filter by a specific status, as well as like and track items. Each piece of feedback supports comments, so your users can ask questions and as a product manager, you can reach out to clarify specific points or update on status.
Craft.io team members with the appropriate permissions will have the ability to see and set the internal priority for a feedback item. You can also create labels and tag items to help team members prioritize and focus their Portal view, as well as add internal notes only visible to Craft.io users.
If a specific feedback submission is considered a priority, you can connect the Feedback Portal to the relevant Craft.io Workspace. This helps you to link the voice of the customer directly to Feature prioritization.
To do this simply open an item of Feedback and click the three dots menu in the top right of the item. Then select the Product, Section, and Feature that you would link to link the feedback to.
Back in your connected Workspace, you will now see that the feedback item has been connected to the Feature selected in the Portal. With this information on hand, you can more effectively prioritize Feature requests as well as give your team the background information on why this feature is being prioritized.
Exporting to CSV
In the top right-hand corner of the screen, you have the option to export the Feedback Portal to CSV. This is really useful when trying to track the total number of feedback items submitted over a specific date range and their internal status.
Next up: Dive in deeper on how to set up the Feedback Portal and learn how to configure advanced settings such as managing users, companies, updating the portal name and more.