“The client is always right,” goes the old saying. And despite the fact that everyone working with clients would be quick to point out that this is not always the case, it is absolutely right that the most valuable feedback does come from end-users. With Secure Group Ideas, our new feedback-submission platform, we aimed to automate this process.
As a product company, our work is directly linked to the end-users’ experience. These are the people who we have to please. Hence, why we listen carefully to what they have to say. As we have previously explained, this feedback is the starting point for many of the new features we develop.
Why we had to streamline user feedback submissions
Until now, feedback came from various channels – including our sales and support teams. We had to streamline it for both us and the users’ sake. Enter Secure Group Ideas. On the outside (or the front-end, if we try to sound techy), it is your typical ticket submission platform. The user goes to the site and creates one of three types of topics:
Beneath the surface (a.k.a. back-end), the platform automatically creates a task in Jira for the user’s topic. Before the topic becomes visible on the platform, our team reviews the ticket. We check if the idea is good, if the issue is real, or if we are not already working on an identical one. This is the basic functionality the platform developed by UseResponse provides.
How we automated the idea box integration with Jira
We, however, wanted to take it a step further and keep users in the loop with how work on their submissions is going. We went in and automated the process, so every time the status of the task in Jira changes (from “pending” to “in progress,” from that to “in review,” and then to “done”), the topic on the platform would be updated as well. Then the user would receive an email, prompting them about the development.
The other issue we faced was our backlog of suggestions, tickets, and questions that we had accumulated before introducing the platform. Many such tasks exist in Jira but not on the Ideas site. We had to put them there as topics as well – so we can refer to them the users whose submissions we reject on the basis of us already working on the same thing.
To do that, we used admin right in Jira and assigned the old tasks to new objects (submissions) we had created in Secure Group Ideas. This way we now can make live the backlog of issues we are working on and provide a way for users and partners to submit feedback and ideas. With Secure Group Ideas, we removed a lot of fat from a process that is of fundamental importance for us to develop a superior product – and made it easier and faster. It’s a win-win.
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