Collaborative Feedback utilizes particular settings and functionality to encourage testers to not only submit their own feedback, but also contribute to feedback from other testers.
This article applies to: Pro, Team, and Legacy editions
What is Collaborative Feedback?
Collaborative Feedback utilizes particular settings and functionality to encourage testers to not only submit their own feedback, but also contribute to feedback from other testers. This, in turn, captures significantly more data in a single ticket, reduces the total quantity of feedback received in favor of more highly informed tickets, and allows you to analyze the actual impact of an issue on your product by measuring significance of a single issue in conjunction with the frequency of occurrence.
Collaborative Feedback typically utilizes this combination of features:
- Public Feedback to provide consolidated access to feedback tickets.
- Discussion Comments to contain communication on singular tickets.
- Feedback Voting to track occurrences and/or popularity.
- Predictive Match for consolidating occurrences to single tickets.
How to Enable Collaborative Feedback
In order for feedback to be collaborative, it needs to be visible by more than just the submitter. For many programs, these settings are enabled by default, copied from their standard project template or part of the templates we provide you upon starting your Centercode implementation. If you find that your projects don’t currently utilize Collaborative Feedback, you’ll want to perform the following steps to enable it:
1) Modify your Feedback Type
From the Project Homepage:
- Click Management>Project Configuration>Feedback Type in the navigation bar.
- Click the Feedback Type you want to modify.
2) Configure Feedback Collaboration Settings
From Feedback Collaboration Settings:
- Confirm Discussion, Voting, and Predictive Match weight settings.
Typically, these don't need to be changed.
- Allow file attachments, allow post editing; etc. as appropriate.
- Adjust voting labels, enable “Show Occurrence Count”, etc.
A Feedback Voting Label might be "Me too!" while a Feedback Forums Voting Label might be a simple "+1".
- Designate and edit Predictive Match prompt text.
- Enable Mark All Feedback as Public.
Alternatively, you may leave this unchecked and manually mark feedback as public if that's more fitting.
3) Ensure the following Feedback Roles are enabled
From Feedback Roles:
- Access Predictive Match
This directs users to find existing matches for their intended submissions
- Vote For Feedback
This allows users to voice their experiences or opinions on existing tickets instead of creating new ones
- View Comments and Post Comments
This enables collaborative discussions and automated comment notifications
- Access Public Feedback
This allows users to see the full list of public feedback in order to collaborate
4) Configure Statuses Appropriately
- Choose Status titles that promote engagement and collaboration and set your Workflow to reflect the collaborative life-cycle of individual tickets.
With Comments enabled in Roles, ownership of individual tickets should typically never leave your support team.
- Confirm that the feedback status doesn't automatically Resolve the ticket.
Resolving is based on the Status Intent setting and automatically locks discussion as a way of saying, "We're finished with collecting data for this ticket."
With these settings in place, you've successfully implemented configuration required for Collaborative Feedback.
- While testers typically gravitate to collaboration naturally, encouraging the use of Collaborative Feedback is a worthy endeavor. Asking other testers to reproduce issues, requesting additional information from the larger pool of users, etc. can net you significantly more (and better) feedback data.
- Collaborative Feedback leads directly into an extremely powerful and robust feature in the platform called Feedback Impact. For more information on Impact, review this article (coming soon).