Feedback Desk

This guide provides a comprehensive overview of the Feedback Desk module, from adding feedback to understanding the details of each item. It is intended for product managers, designers, researchers, and support agents who want to leverage customer feedback to drive product decisions.

Introduction

The Feedback Desk is a manual feedback entry system that allows you to capture customer feedback from any source. It is a great way to centralize feedback from sources that are not yet integrated with the platform. By using the Feedback Desk, you can:

  • Capture all feedback: Ensure that no customer feedback is lost, regardless of where it comes from.
  • Standardize feedback: Capture feedback in a consistent format, making it easier to analyze and compare.
  • Enrich feedback with AI: Automatically categorize feedback, generate titles, and extract keywords.
  • Collaborate with your team: React to feedback and discuss it with your team.

Adding Feedback

Adding a new feedback item is a simple process. Here's how to do it:

  1. Navigate to the Feedback Desk: From the main dashboard, click on Feedback Desk in the sidebar.
  2. Click "Add Feedback": Click the Add Feedback button in the top right corner of the page.
  3. Enter Feedback Content: In the dialog that appears, paste the customer feedback, complaint, suggestion, or question into the text area.
  4. Add Customer Information (Optional): If you have it, you can add the customer's name, company, and email address.
  5. Click "Add Feedback": Click the Add Feedback button to save the feedback item.

The Feedback List

The main page of the Feedback Desk displays a list of all the feedback items that have been added. Here's a breakdown of the columns:

  • Category: The category of the feedback, as determined by our AI.
  • Feedback: The title and a snippet of the feedback content.
  • Customer: The name and company of the customer who provided the feedback.
  • Date: The date that the feedback was added.
  • Reactions: A set of emojis that you and your team can use to react to the feedback.

You can search for specific feedback items using the search bar at the top of the page.

The Feedback View

When you click on a feedback item in the list, you will be taken to the individual feedback view. This page displays the full content of the feedback, as well as the following information:

  • Category: The category of the feedback, as determined by our AI.
  • Title: The title of the feedback, as generated by our AI.
  • Content: The full content of the feedback.
  • Customer Information: The name, company, and email address of the customer who provided the feedback.
  • Actions: A set of actions that you can take on the feedback, including:
    • Create Linear Issue: Create a Linear issue from the feedback.
    • Delete: Delete the feedback item.

Troubleshooting

If you encounter any issues with the Feedback Desk, here are some common problems and their solutions:

  • Unable to add feedback:
    • Missing Content: Ensure that you have entered content for the feedback item.
  • Feedback not appearing in the list:
    • Sync in Progress: If you have just added a feedback item, it may take a few moments for it to appear in the list while it is being processed by our AI.

If you continue to experience issues, please contact us for assistance.