The feedback feature in Sanplex Standard is designed to manage after-sales service and technical support for delivered products.

You can designate internal company personnel, such as customer service staff, as non-R&D users to submit customer feedback and suggestions. You can also configure external members, such as clients or partners of custom projects, as non-R&D users to submit product-related issues.

R&D personnel can directly reply to these submitted issues or convert them into stories or bugs.

I. Create non-R&D users

You can create non-R&D users from both the R&D interface and the non-R&D interface.

To add a non-R&D user, navigate to Admin > Members > User. When adding the user, select "Operations Management Interface" as the interface type.

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Successfully added non-R&D users will appear in the user list.

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II. Assign feedback permissions

1. Manage non-R&D interface permissions

The default permission group for feedback is the FEEDBACK group. You can configure this by adding members and permissions to the group. Navigate to Admin > Permissions within the operations management interface to manage these settings.

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2. Manage products for submitting feedback

In the R&D interface, navigate to Feedback > Settings to configure which products allow users to submit feedback. You can also designate a feedback owner for each product here.

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3. Manage users for submitting feedback

In the R&D interface, navigate to Feedback > Settings to configure which users have permission to submit feedback on a per-product basis.

By default, users capable of creating feedback have access to all products. Once specific permissions are assigned, they will only have access to their corresponding products.

Click Authorize User in the action column next to a product to enter the permission assignment page. For instance, a user must be an authorized user of Product A to create feedback specifically for Product A.

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III. Create feedback

1. Manage feedback categories

Before creating feedback, it is recommended that the administrator first sets up feedback categories on the feedback list page within the R&D interface.

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Once the feedback categories are set up, you can proceed to create feedback.

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2. Create feedback

Non-R&D users can log in and click Create Feedback in the upper right corner of the feedback page to add a new item.

R&D users can add feedback from both the R&D interface and the non-R&D interface.

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If a feedback owner is configured for a product, any newly created feedback will be assigned to that owner automatically.

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• Administrators can directly manage feedback categories within the feedback module of the R&D interface.
• If you choose to make the feedback public, all users with permission for that product can view it.
• If you leave the public option unchecked, the feedback remains private. In the operations management interface, only the creator can see this private feedback.
• In the R&D interface, users with permission for that product can view it.
• If the "Receive Email Notification" option is checked, the system will send email updates to the feedback creator regarding processing progress.

Available feedback types include: Story, User Story, Task, Bug, Todo, Suggestion, Issue, Risk, and Opportunity.

Successfully created feedback will appear on the list page. You can edit, close, or delete feedback using the buttons in the right-hand action column. You can also filter the list using search conditions and export the feedback data by clicking the export button in the upper right corner.

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You can view the submitted feedback content in the feedback list. The list provides multiple tabs, including:

• Unclosed: Feedback you submitted that has not yet been processed.
• All: All feedback you have ever submitted.
• Public: All feedback marked as public, regardless of who submitted it.

3. Review feedback

Feedback review is disabled by default. If you need to enable it, navigate to Admin > Custom > Feedback to turn on the feature and assign reviewers.

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IV. Process feedback

R&D users can log in and view submitted feedback in the feedback management module within the R&D interface.

If a product has a designated feedback owner, submitted feedback is assigned to them by default.

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Successfully created feedback under a product is routed directly to the feedback owner. The feedback owner can process the items using the buttons in the action column.

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The action column includes buttons for Review, Convert to Story, Convert to User Story, Convert to Bug, Convert to Task, Convert to Todo, Close, and Delete.

The feedback details page displays the contact information of relevant personnel to facilitate communication. The system pulls this contact information directly from the details entered in Admin > Members.

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Click the Convert button on the details page to transform the feedback into a Ticket, Story, User Story, Business Story, Task, Bug, or Todo.

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1. Convert feedback to todo

In the R&D interface, click the Convert to Todo button in the action column to open the todo creation page. The feedback label automatically populates the todo title. After the feedback is converted to a todo, the original feedback item will close automatically. You can view the new todo information on the feedback details page.

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2. Convert feedback to bug

We will use "Convert to Bug" as an example to illustrate the conversion process. The steps for converting to a story or task are essentially identical. After converting feedback to a bug, story, or task, the feedback status changes from Wait to Doing. You must manually click the close button to change the status to Closed.

Click the Convert to Bug button in the action column to initiate the transformation. The product associated with the feedback will become the product for the bug. The system can also synchronize the feedback user and their email address.

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After a successful conversion, you can view the bug information directly on the feedback details page. The feedback status will update to Doing.

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3. Feedback notifications

After converting feedback into stories or bugs, you can send email notifications to the feedback creator when those items are linked to a new product or project release. The conditions for sending these notifications are:

• The email reminder feature is configured in the system.
• The feedback creator and their email address were provided during submission.
• The stories or bugs converted from the feedback are actively linked to a product or project release.

If the created release has not yet been linked to the relevant stories and bugs, the notification button will remain grayed out.

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You can only send notifications from a release after the stories and bugs have been successfully linked.

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You can choose to send email notifications to both the feedback creator and the feedback owner.

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V. View feedback

R&D users can filter and view feedback using tabs such as All, Wait, Doing, To Closed, To Reviewed, Assigned to Me, Opened by Me, and Public.

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The interface for non-R&D users to view feedback looks like this:

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