Customer portal Monitoring

Ugnius Aušra
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
June 26, 2024

Hello Atlassian community,

I'm working on project with our organization customer portal.

Since we are near by launch, we have set out some ideas to help us track the portal's effectiveness. One of ideas is to customer tracking in portal.

We want to see where the customer spends the most time or gets stuck, or get feedbacks about it. I don't see any additional apps like that, and I don't see any scripts for the cloud version.

 

Waiting for replies and thank you all! 

1 answer

1 accepted

1 vote
Answer accepted
Rachel Wright
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
June 28, 2024

Hi @Ugnius Aušra, I don't know of a direct solution to what you're asking, but I really like the question and it got me thinking about a "poor man's solution" while we wait for a better one. :)

First, as you likely already know, there are some built-in reports. While they aren't designed to exactly answer your question, they might provide just a little insight. Access them from the "Reports" menu in the left sidebar of a Jira Service Management project.

reports.png

If one of your motoring metrics was "Are people getting their questions answered?", the "Requests deflected" report might provide a little insight.

"Might work for now" idea:

How about crafting some questions and using a request form to ask your users about their experience? I know it's not a traditional use of the portal nor a substitute for real "time on page", metrics, but why not collect this kind of feedback while users are there? Here's a really rough example of how I might collect this info:

feedback.png

Create a dedicated portal group so feedback doesn't interfere with other primary requests.

feedback2.png

Then, create a request form for each thing you want to ask your customer or create a longer form that answers multiple things.

I think your question would make a great feature request that others would find very valuable. :)

Hope this helps or least leads to a better idea!

Rachel Wright
Author, Jira Strategy Admin Workbook

Ugnius Aušra
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
July 3, 2024

Hi Rachel,

Thank you very much, for your time and respond.

I'll look up on that! 

 

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
PREMIUM
PERMISSIONS LEVEL
Product Admin
TAGS
AUG Leaders

Atlassian Community Events