Collecting Feedback via JIRA

We’re thinking that when a request is completed, the reporter is sent an email prompting them to answer feedback questions – the results of which could be stored within on-trak.

3 answers

Hi, Neeta!

I have one more good idea about collecting feedback via JIRA.

Have you ever heard about Customer Case? 

This add-on for JIRA Cloud allows you to create feedback/helpdesk platforms for each JIRA project. 

Learn more:

Some ideas that might work. Not knowing how confidential you need the responses to be, the volume of responses you will get and who the reporters are (mass of users vs. small internal group) makes it hard to recommend the best solution.

#1: A survey tool + a bot

Use a standard survey tool (e.g. survey monkey or wufoo) to collect people's responses. Then have a bot take the responses and inject them as comments into the JIRA ticket or "on-trak".

Better suited to high volume, has a nice user experience.

#2: Use a special purpose customer feedback tool 

You could use something like YesInsights and then link the results back somehow (e.g. a bot).

Better suited to high volume and probably a nicer experience

#3: Keep it Simple: Just ask the reporter to write a comment on the JIRA issue

This approach is easy to implement, just ask the reporter to write a comment against the JIRA issue. Hopefully they'll respond to each of the questions but if they don't its probably OK.


0 votes

You could add "feedback" as a specific process in the Jira workflow, using some extra fields on the issue that only appear on an "add feedback" screen. Or with a bit of code or scripting, create a (linked) issue that is designed for feedback.

Not sure what On-Trak is, but you could integrate it with that via webhooks (issue closed, prompt OnTrak to start the feedback process)

You've got lots of options, I think you need to work through the requirement in a bit more detail.

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