Feedback Management

2022-03-07 10:38:36
Hongyan
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Last edited by Hongyan on 2022-03-21 14:11:56
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Summary : Try ZenTao Biz free for 6 months! (Limited to 3 developer users and 20 lite users)

Feedback Management

The feedback feature of ZenTao Biz can be used to manage after-sales service and technical support for delivered products. For example. you can set the company internal staff like customer service staff as feedback users to submit customer issues and comments. It is also capable to set company external members such as A-parties and partners of custom projects as feedback users to submit product-related issues. For the submitted issues, R&D staff can directly reply, turn into requirements or turn into bugs.

1. Create Feedback User

Developer Interface: Go to "More" -- "Admin" -- "Member" -- "User" -- "Add User" and tick the box of "Feedback User". 

Feedback Interface: Go to "Admin" -- "Member" -- "Add User" and tick the box of "Feedback User".

The newly created feedback users will be shown in the user list.

2. Assign the Privilege to Feedback Users

2.1 Edit the Privilege in the Feedback Interface

Feedback users are in the "FEEDBACK" group by default. Go to "Admin" -- "Priv Group" -- "Manage Privilege by Group" to assign privilege.

2.2 Edit the Feedback User's Privilege of Products

Go to "More" -- "Feedback" -- "Privilege" by the Administrator account to set users who have permission to submit feedback by product.

 

Feedback users have privileges of accessing all products by default. They only can access the related products once the privilege is assigned.

 

Click "Manage User Privilege" of the product to set the authorized user and unauthorized user. Give an example to explain the logic, only when user A is one of the authorized users of product B, can A create the feedback of product B.

3. Create Feedback

3.1 Edit the Feedback Category

It's recommended to go to "More" -- "Feedback" -- "Feedback" to edit the category before creating feedback.

3.2 Create Feedback

Feedback User: Click "Add Feedback" on the right top corner to create feedback.

Developer User: It's available for developer users to create feedback both in the developer interface and feedback interface.

If a feedback manager is set when creating the product, the feedback will assign to the manager. 

  • The feedback category can be directly edited in the developer interface by the Administrator account.
  • If the box of Public is ticked, all the ZenTao users are available to access the feedback.
  • If the box of Public is unticked, the feedback is private.
  • If the feedback creator's email is added to the Notification Email, the specific processing of this feedback will be notified to the feedback creator by email.
  • Feedback Type: Story, Task, Bug, Todo, Advice, Risk, and Opportunity.

The newly created feedback will be shown in the feedback list. It is available for you to edit, close, or delete the feedback. You can also search by different criteria and export the feedback.

There are 3 tags in the feedback list: unclosed, all, and public.

  • Unclosed: Feedback submitted by yourself that has not been processed.
  • All: All feedback submitted by yourself.
  • Public: All (not just yourself, but submitted by all staff) feedback marked as public. 

3.3 Feedback Review

The feedback review is off by default. Go to "More" -- "Admin" -- "Custom" -- "Feedback" to turn it on and select the reviewer.

4. Processing Feedback

Developer user: Go to the feedback module in the developer interface to check the feedback submitted.

 

The feedback will be assigned to the feedback manager by default if it's set when creating the product.

The assignee manages the feedback by clicking the buttons in the Action column.

Action Type: Reply, To Software Requirement, To Todo, Close, Delete Feedback.

Click the feedback title to view its details. The contact information of the related person will be shown on the detail page. The contact information here is a direct call to the contact information filled in the "More" -- "Admin" -- "Member".

Click "Convert" to turn the feedback into "Story", "Task", "Bug", and "Todo".

4.1 Turn the Feedback into Todo

Developer Interface: Click "To Todo" in the Action column to go to the page of creating Todo.

 

The title of the Todo will be the title of the feedback by default. The feedback will be closed automatically when it turns into Todo, and then you can check the details of the Todo.

4.2 Turn the Feedback into Bug

The operation of "To Story" and "To Task" is almost the same as "To Bug". Next, we will introduce how to turn the feedback into bug in detail.

 

The feedback status will be changed from waiting to doing after the feedback turns into a bug/story/task. A manual operation is required if you want the status to be closed.

 

Click "To Bug" to go to the page of reporting Bug.

Next, you can check the details of the Bug.

4.3 The Notification of the Feedback

After the feedback is converted into stories and bugs, when a release is created in Product/Project and the stories and bugs are linked, an email notification is available to be sent to the person related to the feedback.

 

Terms for sending notifications:

  • Email notification is configured
  • Filled in the feedback and notification email when adding feedback
  • The stories and bugs that convert from feedback are linked to the release of Product/Project

The notification button will be grayed out if the created release is not linked to the story and bug.

Click "Notify" to send emails to the related person.

5. View Feedback

Developer User: View the feedback via Unclosed, All, Public, To Software Requirement, To Task, To Bug, To Todo, Review, and Assigned To Me.

Feedback User: The feedback view is as follows.

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