Setting up the Feedback Portal

Learn how to create and configure the Feedback Portal

A Craft.io Feedback Portal is a great way to collect feedback, either directly from your end customers or via internal teams like Customer Success and Sales. 

In this article, we’ll walk you through the Feedback Portal setup process and how to configure it to your needs through the following steps:

  1. Create a new Feedback Portal
  2. Setup Feedback Portal Categories
  3. Configure your Portal’s settings
  4. Manage Teams
  5. Set up Companies
  6. Manage Advanced Settings

 

1.  Create a new Feedback Portal:

From the User Profile icon at the bottom left of your screen, select ‘Go to Feedback Portal’ and select to create your new Portal. 

Set your company name, your Feedback Portal’s name and the prefix for the URL. This will be the destination where your customers will go to log new ideas and feature requests. You 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. 

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2.  Setup Feedback Portal Categories

Next, create some categories to help to organize your customer feedback. These categories are like folders and don’t necessarily need to reflect the structure of your Product hierarchy within the Craft.io Workspace. You could use them to reflect the different Products within your Workspace or create categories that reflect specific themes you'd like to collect overall feedback for. Adding a description for each category can be useful in helping those submitting to correctly categorize their feedback.

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3.  Configure your Portal’s settings

Access settings by clicking the ‘Settings’ icon in the top right 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 default Access type. Choose from two types of access:

Public access:

    • 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.

Restricted access:

    • Only users you specifically invite 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 invited users into specific companies and to control whether they can see submissions from other users when visiting the Feedback Portal. 
    • Internal Craft.io teams can log feedback on specific pain points or sales opportunities on behalf of companies and customers. 

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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 group you would like to allocate to them.
 

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5.  Set up Companies

If your organization wants to collect feedback from multiple companies or groups, use the Companies feature to create organized groups on the Feedback Portal. In addition to providing clearer organization, creating Companies helps you control who has access to the portal and whether users within different companies can see 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 Companies 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). Finally, decide what Workspaces the customer’s feedback will connect to and then invite the Company’s users to this portal.

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6.  Manage Advanced Settings

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.

There are three sets of labels you can attach to a feedback item to help describe its status:

    1. The workflow status (e.g., New, In Progress, etc.). You can manage the titles of each status as well as their default order in the Advanced Settings menu. Add new statuses, delete existing ones, change their corresponding color or reorder the options using drag and drop. The Feedback Workflow Status is visible to both internal (Craft.io) and external (customers/clients) users.
    2. The internal workflow status (e.g., Under Consideration, In Progress, Not a Priority) allow you to allocate a status to a feedback submission that will only be communicated internally. This status is only visible to specific individuals you’ve invited on the Team Manager page who have been granted the right permissions (Editor or higher). Under 'Manage feedback internal statuses', you can add new statuses, delete existing ones and reorder in a similar fashion to the user-facing workflow statuses above.
      The Internal Workflow Status is visible only to internal (Craft.io) users.
    3. Importance value (e.g., Nice to Have, Important, Critical). The final label allows both Craft.io team members and customers/companies to submit feedback to assign an importance value to their feedback submission. As with the other labels, you can define your own values, delete existing ones and reorder as needed. 
      The Importance Value Status is visible to both internal (Craft.io) and external (customers/clients) users.

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Next up: Check out this intro article which explains using the Feedback Portal as both a customer leaving feedback and as a Product Manager triaging and assigning Feedback to your Product pipeline.