Customer portal Monitoring

Ugnius Aušra

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! 

Rachel Wright

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.

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:

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

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