The Feedback Portal is a great tool to help product managers collect and manage feedback from customers and stakeholders. 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 corner of the screen in the Portal. Their feedback can include a title, description, answers to specific questions you'll define 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 status for a feedback item. You can also create labels and tag items to help team members prioritize and focus, as well as add internal notes only visible to Craft.io users.
Connecting to items
If a specific feedback submission is considered a priority, you can connect the feedback to the relevant item in your Craft.io Workspace. This helps you to link the voice of the customer directly to Feature prioritization.
To do this simply open any Feedback item and click the three dots button in the top right corner of the item, and select "Connect to items" from the menu. Then select the Product, Section, and Feature that you would link to link the feedback to.
Back in your connected Workspace, you will now be able to see the feedback item that has been connected to the Section/Feature selected inside the Feedback tab in the item's Properties panel. 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.
Promoting to an item
In many cases, feedback is given on an existing feature, and therefore should be connected to the relevant item using the “Connect to items” option. However, sometimes the feedback is an idea for a new feature that wasn’t yet added to Craft.io. To support these cases, we’ve added the ability to promote feedback to a Feature (or Section). From the 3 dots menu, click on “Promote to an item”, select the location, and an item will be created in Craft.io app with the details of the feedback. The feedback will be then connected to the newly created item.
Archiving a feedback
Sometimes feedback becomes less relevant, and there’s a need to put it aside, without deleting it. That’s why we’ve added the ability to archive feedback: once feedback has been archived, it will no longer be visible in the list on the main homepage, but can still be accessed by the Feedback Portal Admin team via the Archive folder.
In order to archive a certain feedback, go into the feedback item, click on the 3 dots button in the right corner, and select "Archive feedback" from the menu.
You can also always unarchive an archived item, by going to the 'Archive' page, opening the relevant feedback item and selecting "Unarchive feedback" from the 3 dots menu.
Exporting to CSV
In the top right-hand corner of the screen, you have the option to export all the items in the Feedback Portal to a CSV file. 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.