Feature Overview

Feedback management is a key tool for optimizing user experience and improving team collaboration. It enables teams to efficiently collect and process feedback from users and internal stakeholders, forming a closed loop from issue discovery to resolution. By consolidating multi-channel inputs, it addresses information fragmentation and slow response times. Through categorization and analysis, high-value feedback can be transformed into product work items, driving iterative improvement. Clear workflows and role ownership improve collaboration efficiency and responsiveness, which increases user satisfaction and loyalty while strengthening core competitiveness.

Use Cases

• User feedback: Users submit issues, requests, or suggestions through multiple channels (e.g., online support, email, social media, in-app feedback buttons). The organization needs to quickly collect, categorize, and respond so users feel valued and supported.
• Internal feedback: Internal teams (e.g., customer service, sales, marketing, operations) identify issues or propose improvements during user interactions or product usage. This feedback must be effectively delivered to product and engineering teams so internal insights can quickly become product improvements.
• Multi-channel feedback: The organization collects feedback from multiple channels (e.g., official website, ticketing systems, social media, third-party platforms). Because feedback varies in format and is distributed across sources, it must be consolidated into a unified platform to avoid omissions and improve handling efficiency.
• Product iteration: Product managers classify, aggregate, and analyze feedback data to prioritize needs and create iteration plans, ensuring continuous optimization and market fit. Data-driven decisions help maintain competitiveness.
• Feedback handling: Seamlessly connect feedback with requirements, bugs, tasks, tickets, etc., removing barriers between feedback and delivery. Ensure every feedback item is properly handled to complete the loop and improve satisfaction and product quality.

I. Assign Feedback Permissions

1. Maintain Feedback Permissions in the UI

Feedback permissions can be maintained in the Operations workspace and the R&D workspace.

• In the Operations workspace, it is mainly used by non-R&D staff such as customer service and sales. They can submit feedback and track progress.
• In the R&D workspace, it is mainly used by product, engineering, and Test teams. They propose solutions based on customer feedback and deliver fixes and releases in a timely manner.

2. Configure Products for Feedback Submission

Go to Feedback > Settings to configure which products allow users to submit feedback, and set the Feedback Owner and Ticket Owner.

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3. Configure Users Allowed to Submit Feedback

On Feedback > Settings, you can configure, by product, which users are allowed to submit feedback.

Click Authorized Users in the action column for a product to open the permission assignment page and grant access as needed.

Users who can create feedback have feedback permissions for all products by default. After product-level authorization is configured, only authorized users will have feedback permissions for that product.

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II. Create Feedback

1. Maintain Feedback Categories

Before creating feedback, it is recommended that the feedback owner maintains the module structure for product feedback.

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Feedback modules can be maintained independently or synchronized from product modules.

To maintain independent modules, you can manage them directly under the feedback sub-module.

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Click Sync Product Modules and configure the module levels that can be synchronized in the dialog. Up to five levels can be synchronized. After synchronization, it cannot be undone or modified.

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After maintaining or synchronizing modules, return to the feedback list for the corresponding product, and you will see the module structure on the left.

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2. Create Feedback

On the top-right of the Feedback page, click Create Feedback to add feedback items individually or in batch.

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When creating a product, if a feedback owner is set, newly created feedback will be assigned to that product’s feedback owner.

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• If you select Public, any user with permissions for the product can view the feedback.
• If Public is not selected, the feedback is private. In the Operations workspace, only the creator can see it; in the R&D workspace, users with product permissions can view it.
• If Email Notification is enabled, processing updates will be sent by email to the feedback creator.
• Feedback types: Requirement, Task, Bug, To-do, Suggestion, Issue, Risk, Opportunity.

After creation, feedback can be viewed on the list page.

You can use action buttons in the action column on the right side of the feedback list to perform operations. You can also use search and filters to locate feedback.

You can also import/export feedback data using the Import and Export buttons in the top-right corner.

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In the feedback list, you can use various filter tags to narrow down feedback items.

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3. Feedback Review

Feedback review is disabled by default. To enable it, go to Admin > Feature Settings > Feedback, then enable review and configure reviewers.

When review is enabled, you can configure users who do not require review. Reviewers can be the feedback owner or other users.

When review is disabled, you can configure mandatory reviewers.

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After the review feature is enabled, submitted feedback must be approved before proceeding to the next step.

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• If the review result is Approved, the feedback status will be updated to Pending.
• If the review result is Continue, the feedback status will be updated to To Be Improved.
• If the feedback will not be handled, you can close it directly.

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III. Process Feedback

When an R&D user logs in, they can view submitted feedback in the Feedback Management module within the R&D workspace. If a product has a feedback owner configured, submitted feedback is assigned to the product feedback owner by default.

The feedback owner can process feedback using the action buttons in the action column.

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On the right-side action column of the feedback list, available actions include Review, Convert to Requirement, Convert to Bug, Convert to Ticket, Convert to Business Requirement, Convert to User Story, Convert to Task, Convert to To-do, as well as Edit and Close.

On the feedback details page, the system displays sections such as feedback description, converted item list, basic information, feedback source, internal contacts, etc.

Contact information is pulled directly from the contact details configured in Admin > User Management > Users.

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Click Convert on the feedback details page to convert feedback into Ticket, Requirement, User Story, Business Requirement, Task, Bug, or To-do.

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1. Convert Feedback to Ticket

In the R&D workspace, click Convert to Ticket from the action column on the feedback list or details page to open the Create Ticket page.

Fields such as feedback title, product, module, type, description, priority, and attachments will be carried over into the ticket by default.

After conversion to a ticket, the feedback status will be updated to In Progress.

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On the feedback details page, you can view the ticket information created from the feedback.

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2. Convert Feedback to Requirement, User Story, or Business Requirement

In the R&D workspace, click Convert to Requirement / User Story / Business Requirement from the action column on the feedback list or details page to open the Create page.

Fields such as feedback title, product, module, type, description, priority, and attachments will be carried over into the new item by default.

After conversion, the feedback status will be updated to In Progress.

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On the feedback details page, you can view the converted item information.

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3. Convert Feedback to Task

In the R&D workspace, click Convert to Task from the action column on the feedback list or details page. You must first select the project and execution the task belongs to, then proceed to the Create Task page.

Fields such as feedback title, product, module, type, description, priority, and attachments will be carried over into the task by default.

After conversion to a task, the feedback status will be updated to In Progress.

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On the feedback details page, you can view the task information created from the feedback.

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4. Convert Feedback to Bug

In the R&D workspace, click Convert to Bug from the action column on the feedback list or details page to open the Create Bug page.

Fields such as feedback title, product, module, type, description, priority, and attachments will be carried over into the bug by default.

After conversion to a bug, the feedback status will be updated to In Progress.

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On the feedback details page, you can view the bug information created from the feedback.

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5. Convert Feedback to To-do

In the R&D workspace, click the Convert to To-do button in the action column on the right side of the feedback list to open the Create To-do page.

The feedback title is used as the default title of the to-do item.

On the feedback details page, you can view the to-do information created from the feedback.

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IV. Feedback Notifications

After feedback is converted to a requirement or bug, if you create a release in a product/project and link that requirement and bug, you can send an email notification to the feedback submitter.

Conditions for sending notifications:

• Email notifications are configured and enabled
• The feedback submitter and email address were provided when the feedback was submitted
• The converted requirement and bug have been linked to a product/project release

If a release has not linked the requirement/bug yet, or the release status is Not Started, the notification button will be disabled.

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Only after the release is linked to the requirement/bug and the release status is updated to Released, can you send notifications.

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Email notifications can be sent to the feedback submitter, product owner, Test owner, requirement submitter, members of the related execution team, members of the related project team, CC recipients, and the feedback owner.

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