Today I would like to share with you some interesting information that will shed some light on the background related to the feedback process. It is more about telling you how it works and a little reminder about THIS. Let’s begin…
You’re familiar with this, aren’t you? No? Let’s recap. You’ve opened Studio and started to work on a project. Everything runs smoothly (most of the times ). You want to share some information on your experience working with our products, or you run into an issue, or error etc. What do you do? Look at the right upper corner in Studio:
There’s this tiny little fella sitting in the middle between the magnifying glass and question mark icons. Click it, I dare you.
You’ll see the form for sharing feedback with us. You can even attach some files there (screenshot, log etc.). That’s how the journey starts.
Here we go
So you have submitted the feedback form right? What’s next? Your action generates a ticket in our internal tool. Every form submitted from Studio lands in a separate space we call
UserVoice. You might think: “Mhmm, so what’s the big deal… they probably put an automation in place to grab everything, but read only some of them”. So let me tell you that despite the automations in place, we do check each particular ticket. By whom? Well… by Me and @loginerror Surprised? Good.
We check each ticket, that is each form that you submit. Obviously, there are some “test” tickets or some that aren’t really detailing the issue, improvement or anything that we could use. So we try to process only those which are properly filled out. Trust me, we try to do a lot even with little information. Yes, we do like to know how people are working with our tools, what is bad, what is good etc. What’s more important we are monitoring this all!
The saga continues
Once we have all tickets sorted out we need to divide them into two groups. Bugs and Improvements/Features. Bugs are assigned to separate spaces based on the related product (Studio, Orchestrator, Robot, and so on). Improvements and Features are further handled by us. Here, using automations put in place, we transfer those tickets to a separate tool where dedicated people check each feedback/request and assign it to future projects, improvements or new functionalities.
Here, I would like to shed some light on this process. So the tool we use for Improvements has not only tickets resulted from the previous step, but also everything that comes from the Forum’s UserVoice category and Customer feedbacks as well. This should answer many of your questions like “what’s the status of my feedback?” or “when will you provide this functionality?”. I want to tell you all feedback is considered and is categorized and prioritized. It’s a very long and time-consuming process which is why it takes so long. But I want to assure you that we are taking it into consideration. To check on the progress, just go to the mentioned Forum’s category and search for the tag.
Everything that has a beginning must have an end
If the feature, bug, report or request is implemented/fixed by our devs and properly tested then the ticket related to it is closed. If it comes from the forum, me or @loginerror will set the tag mentioned above. And this is how your ideas, requests, and feedback are being processed. Please remember that our tools and products are mostly as useful as you all want it to be. We are here and we are listening to everyone.
All good so far? What if I tell you that we want more? We need your feedback. If you have anything that you would like to tell us just use Studio’s Send Feedback functionality or Forum’s UserVoice to let us know.
PS. If you like posts like this (where I’m revealing and showing some background stuff) let us know.