Feedback dashboard

Leverage the feedback dashboard in Zeda.io to collect, and analyze feedback from multiple sources, customers and teammates and understand what your users truly need.

In this article

Introduction

The feedback dashboard in Zeda.io is available from the left navbar and is usually the first screen that opens up when you log in to the dashboard.

This dashboard contains all your product feedback from customers & teammates and can be used to get an understanding of what your customers want.

Below is a sample view of what the feedback dashboard looks like -

What is feedback?

Feedback in Zeda.io is any communication you receive directly from customers or via customer-facing teams (Suppor team, Customer Success, Sales, etc.) which acts as product feedback, bug report, feature request, or even a product idea.

It is essential for product teams to have a single view of all incoming feedback around their product to be able to know more about customer pain points, identify opportunities for building new features, and in general make better, more data-driven product decisions.

The feedback dashboard in Zeda.io helps you do just that!

Feedback details

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Each feedback in Zeda.io contains a detailed explanation/notes of a feedback call/notes from a feedback meeting which can be complemented with more details as listed below -

Field Name Description
Title The title is a one-line description of the feedback.
Description Description contains the entire feedback/feedback notes shared by a customer or any teammate.
Source The source from which the feedback came into Zeda.io. Possible values are Customer portal, Widget, Dashboard, or any one of the integrations.
Status The status of the feedback, that is also visible to the customer. There are default values provided for this - Under consideration, In progress, Completed and these are completely configurable from settings.
Tags Tags will enable you to qualify your feedback for different product managers, product/business lines, product teams, etc.
Assignee The product manager responsible for grooming, qualifying, and acting on this feedback. This is usually the PM who is managing the products the feedback relates to.
Creator The customer/teammate who submitted the feedback.
Created At The time at which feedback was submitted to your Zeda.io workspace.
Type Feedback types like Feature request, Bug, Feedback, Idea. This is completely customizable from settings for your own use.
Vote The total number of customers and teammates who have upvoted on feedback. Upvoting is available from the customer portal, widget, and the Zeda.io feedback dashboard. 
Features The aligned features will be shipped to act on the respective feedback. You can link one or more than one feature to single feedback.
Customers The customer profiles who have asked for the same feature request/bug/feedback to be acted on. This will give your team a high-level idea about how much value you can drive by acting on the feedback.
Prioritization You can prioritize your feedback with standard frameworks like RICE, Value-Effort or any custom framework as required.


Custom fields: You can always create new fields to qualify and groom your feedback from settings. Navigate to Settings > Modules > Feedback > Custom fields to create and manage custom fields.

Feedback sources

When you work in a product organization there is a lot of feedback that flows in from customers and different teammates about your product.

With Zeda.io, we have made it extremely easy to bring in this feedback from various sources so that it becomes easier for your stakeholders to share anything with the product team and also track it to closure.

For product teams, these feedback sources ensure that there is a single view of feedback that holds all the feedback about your product/products.

The following sources are supported in Zeda.io -

  • Dashboard: You can add any of your teammates to your Zeda.io workspace as collaborators and they can submit feedback right from there.
  • Customer portal: You can create and share a white-labeled customer portal with your customers to get them.
  • In-app widget: You can create and embed a white-labeled in-app widget on your web app from where your customers can directly share feedback with your product team.
  • Zendesk: Your support team can pass on feedback contained in support tickets directly from Zendesk to Zeda.io
  • Slack: Conver your slack conversations to feedback easily with the Slack <> Zeda.io integration.
  • Feedback form: Customize and share forms with your business teams or customers to let them share feedback with you.
  • Zapier: Connect any of your sources like Hubspot, SurveyMonkey, and Typeform and share feedback in your Zeda.io workspace.

Collaborating on feedback via upvotes & comments

Comments

Many times the feedback that comes to product teams is incomplete and might need clarification. To solve this, with Zeda.io you can directly collaborate with your teammates and customers via the Comments feature in feedback and ask follow-up questions around the shared feedback.

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Pinned comments

While adding comments, there might be an important comment like a status update, decision, etc. which you can always pin to the top so that everyone viewing the feedback is able to see this first.

Reactions on comments

Users can further, react to comments, and reply to comments to collaborate seamlessly, and ensure the right insights are acted upon.

Private comments

While collaborating with internal teammates on the feedback shared by customers, comments can also be marked as private so that they are only visible on the dashboard to your teammates and not on the customer portal and in-app widget to your customers.

Upvotes

To get an estimate on the demand for a particular feature request or feedback, you can always enable your customers and teammates to upvote on feedback. This gives your product team an estimate of how popular a particular feature request or idea is within your userbase and teammates (who act as a proxy to your customers).

Upvoting is available as an action to customers on the in-app widget and customer portal and to teammates on the Zeda.io dashboard.

Customer linking

While working on feedback grooming, prioritizing features, and understanding the impact of particular feedback, it is important to know exactly which customers need it / have shown an interest in it.

To enable this, with Zeda.io, you can not only host your customer/contacts profiles in Zeda.io but also tag them to your feature requests, feedback, and features to get an estimate on the Value / Reach of building it.

Customers dashboard

Any customer who shares feedback directly via the customer portal or in-app widget will automatically be tagged to feedback. However, if you or your customer-facing team members want to tag a customer with existing feedback, the first step is to host these profiles in Zeda.io

To host customer/contact profiles in Zeda.io, you can always upload the users via a CSV file or also set up automation via Zapier (with Hubspot, Salesforce, Gainsight, etc.) so that this information is always updated in Zeda.io for getting a more accurate estimation of the value/reach.

Link customers

Once you have your updated customer/contact profiles in Zeda.io, you can always tag them to feedback as shown below -

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Aggregated customer information

Once yo have tagged your customers to feedback, you can see aggregated customer information like total revenue of all the tagged customers, etc on each feedback as shown below-

Align feedback to features

Convert feedback into features in Zeda.io so that you can track their execution. Every feedback present in the feedback dashboard can be linked to an existing feature or a new feature can be created from the feedback. 

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Archived feedback

Once your feedback is closed you can move them out of your main feedback view by archiving them.

Archived feedback is available separately as shown below -

Mapped & Un-mapped feedback

There are two major use-cases for why a product manager might open the feedback dashboard in Zeda.io-

  1. To view the new and un-processed feedback: This is usually the feedback that is not mapped to any product manager or feature. The un-mapped feedback view helps in quickly going through such feedback.
  2. To view & act on the processed feedback: This is usually the feedback that is mapped to any product manager or mapped to a feature. The mapped feedback view helps in quickly going through such feedback.