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FEA048 - Customer Feedback Integration
Feature ID FEA048
Subsystem the feature is part of Customer Feedback
Responsible person Mark Chesthill
Status Proposal

Description

a customer feedback tool designed to help businesses collect, manage, and analyze feedback from users directly within their websites or mobile apps. Here's a breakdown of what it does and how you can benefit from it:

We have been searching several possible solutions to implement feedback mechanism:

  • ZENDESK
  • USER VOICE
  • UseResponse
  • Nolt

We have focused currently to use Doorbell.io until we can find another solution

Benefits of Doorbell

  • Feedback Collection: Adds a feedback form to your website or app in under 2 minutes.
  • Customizable Forms: You can tailor the feedback form to match your brand and collect the specific information you need.
  • Multi-Platform Support: Works on web, iOS, and Android platforms.
  • Instant Notifications: Sends feedback alerts via email or team chat apps like Slack.
  • Collaboration Tools: Lets your team work together to respond to and analyze feedback.
  • Integrations: Connects with over 30 services including project management and customer support tools

Feedback Process in general

uml diagram

All relevant issues related to or contributing to the definition of the feature are gathered here
Use Case 1
Use Case 2
Security Requirement SecurityReqID
AccessablityRequirement AccessReqID

Write preliminary user stories here These should be transferred to issue descriptions as soon as possible

  • User Story 1: As a user, I want to submit feedback directly from the website or app, so that I can report bugs, suggest improvements, or share my experience easily.
  • User Story 2: As a product manager, I want to receive instant notifications when new feedback is submitted, so that I can quickly review and prioritize user concerns
  • User Story 3: As a designer, I want to customize the look and fields of the feedback form, so that it matches our brand and collects the most relevant information.
  • User Story 4: As a business analyst, I want to categorize and analyze feedback over time, so that I can identify recurring issues and opportunities for improvement
  • User Story 5: As a support team member, I want to comment on and assign feedback to the right team members, so that we can resolve issues efficiently and keep users informed
  • User Story 6: As a developer, I want to see technical details (like browser, OS, and screenshots) with the feedback, so that I can reproduce and fix bugs more effectively.

Already registered User Storys

174, #175, #176, #177, #178

User interface mock-up

Add a picture or a link here. The mock-up should be essentially related to the feature/functionality

This picture is just a example. Replase with possible MOCKUP!

Proposals for Test cases / acceptance criterias

Write down some notions for testing

Functional Test Cases

  • Verify that the feedback button is visible on all intended pages.
  • Verify that clicking the feedback button opens the feedback form.
  • Verify that the feedback form accepts input in all required fields (e.g., message, email).
  • Verify that feedback can be submitted successfully.
  • Verify that a confirmation message is shown after submission.
  • Verify that feedback is received in the admin dashboard or integrated tool (e.g., Slack, email).
  • Verify that file attachments (e.g., screenshots) can be uploaded and received.
  • Verify that the form works on both desktop and mobile devices.

Security Test Cases

  • Verify that the feedback form is protected against XSS and injection attacks.
  • Verify that file uploads are scanned and restricted to allowed types.
  • Verify that user data is transmitted securely (e.g., via HTTPS).

Usability Test Cases

  • Verify that the feedback form is accessible (keyboard navigation, screen reader support).
  • Verify that the form layout is responsive and user-friendly.
  • Verify that error messages are clear and helpful when required fields are missing.

Integration Test Cases

  • Verify that feedback is correctly pushed to third-party tools (e.g., Jira, Trello, Slack).
  • Verify that metadata (browser, OS, URL) is included with the feedback.
  • Verify that feedback is categorized/tagged correctly if applicable.

Analytics & Reporting Test Cases

  • Verify that feedback entries are logged and timestamped.
  • Verify that feedback can be filtered and searched in the admin panel.
  • Verify that feedback trends can be exported or visualized.