Feedback Management

Last update: Edit

1 Introduction

On the Feedback page of the Developer Portal, you can view and manage the feedback that has been submitted about an app.

This feedback comes from different sources:

2 Feedback Fundamentals

2.1 Types of Feedback

There are three types of feedback item:

Type Description
Idea An idea for a change or new feature.
Question A question about the app project.
Issue An issue or a bug that needs to be investigated for a fix.

2.2 Feedback Stages

Feedback can go through four different stages:

Stage Description
Open The feedback is awaiting a response from the App Team.
Handled The App Team has looked into the feedback and has requested further information.
Accepted The App Team has accepted the feedback and added this feedback as a story to the Sprint. For more information, see Adding a Feedback Story to Your Backlog, below.
Closed The App Team has closed the feedback.

Feedback in each stage is shown in a separate tab on the Feedback page.

3 Feedback Actions

These are the general feedback actions available on all the tabs of the Feedback page:

  • Add feedback will add a new feedback item to the Open tab of the app project
  • Export to Excel will export the listed feedback items to an .xls file
    • For the export, you can filter on the Submitted after date, Label, Status of feedback, and Type of feedback
  • Show filters allows you to filter on the types of feedback being listed: Ideas, Questions, and/or Issues

4 Feedback Details

Clicking on the title of a feedback item or on Details opens the item’s details page:

You can perform various actions for reviewing and processing a feedback item on this page. These actions are described below.

4.1 Reviewing a Feedback Item

Here you can review the feedback and start any necessary investigation.

You can also click Details for technical details of the feedback item:

On the item’s details page, you can also Turn email updates on/off. This is useful for when you comment on a feedback item and perform further processing actions on it.

In the Leave a comment box, you can post a comment and start an exchange with the app user or App Team member who submitted the feedback. This is a good place to ask for clarification. You can also use the Add: icons to attach files to your comment.

4.2 Processing a Feedback Item

To process a feedback item, you can select one of the following in the Actions menu. The options available depend on the current status of your feedback.

Action Description
Accept feedback Signifies the feedback is valid and that you want to add a story to your backlog on the basis of the feedback item. For more details, see Adding a Feedback Story to Your Backlog, below).
Mark ‘Under review’ Notifies the user who submitted the feedback as well as your team that the item is under review.
Mark as handled Changes the status of the item from Open to Handled. This removes the item from your open items list but does not close it. For more information, see the Feedback Stages section.
Close feedback Closes the feedback item. You can close a feedback item when, for example, you can solve and implement it yourself, or when a duplicate has already been accepted.

If the feedback item has not yet been accepted, you can also change the feedback item’s type by clicking Convert to idea, Convert to question, or Convert to issue. For more information, see the Types of Feedback section.

If the feedback applies to a different app, you can select an app where you are an App Team member from the drop-down menu under Move to app.

Finally, you can click Delete feedback to delete the item. This action will remove all the associated messages as well. Note that this action cannot be performed if the item has been accepted, and cannot be undone.

4.3 Adding a Feedback Item to Your Backlog

After clicking Accept feedback, you can create a story on the basis of the feedback item and add it to your backlog. To do that, follow these steps:

  1. Enter a Motivation if required.
  2. Enter a name for the story in As story and a description in Story description.
  3. Decide whether the feedback item should be classified as a bug or feature in Identify as.
  4. Select the Sprint (or backlog) to which you want to add the story in Plan for sprint.
  5. Select the label(s) (if available ) to be added to the story under Assign labels.
  6. Click Submit to submit the story.

Once a feedback item is connected to a user story, the user who submitted the story will automatically be updated on the progress made on that story:

  • Adding a story with feedback attached from your backlog to a Sprint will result in a message that the item has been planned
  • Completing a Sprint that contains a story with feedback attached will result in a message that the item has been completed

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