When you're receiving more and more feedback items, it will become increasingly important to manage your feedback items. Especially when you work with multiple teams you'll want to manage your feedback in an efficient way.
In this article, we'll go over the 5 Case Management tools that you can use in Usabilla for Website to organize and manage individual feedback items submitted through your feedback buttons and forms. By taking advantage of these tools, you will ultimately save time when reviewing feedback since time will not be wasted assessing whether or not feedback items have already been reviewed and acted upon.
Note: Some of the Case Management tools are currently in beta and will be made available in several waves in the coming weeks. If you do not see the beta case management tools show up but you are really keen on using them, please reach out to your customer success manager for more information.
Notes
The notes tool can be used to leave brief messages for either your colleague or yourself. This particular feature can serve as a reminder to yourself, or you can let a colleague know that you will execute a course of action so that they are notified and no redundant actions take place.
Label
The label tool can be used to categorize individual feedback items. For example, if a customer submits a bug, you can add the label 'bug' to the individual feedback item so that when you are reviewing your feedback inbox, you can filter all your feedback items in order to only view those with the label 'bug'. If you created the label previously and applied it to previously received feedback items, it will appear in the 'Choose a label' drop-down menu. However, if you're interested in creating a new label, you will proceed by clicking the 'Manage and create labels' link. It's important to note that you can create as many labels as you'd like, and you're capable of deleting unused labels as well. For more information about labels, visit this support article.
Assignment (beta)
The assignment tool allows you to assign individual feedback items to individual members of your team who have Usabilla accounts. Once you have assigned an individual to a feedback item, they will automatically receive an email notification. From the email notification, you can click on the link go straight to the feedback item within Usabilla.
Assigning feedback items is not only useful in letting individuals know which feedback items apply to them but also, within your feedback inbox, similar to labels, you can filter assignees.
Therefore, those who have Usabilla accounts are able to access all feedback items in which they have been assigned rather than weeding through tons of feedback items which might be irrelevant to them.
Priority (beta)
The priority tool offers you a way of prioritizing tasks. You are able to set individual feedback items to any of the following priority statuses -- none, critical, high, medium, or low. Therefore, if a feedback item is deemed 'critical', for example, it will appear obvious that the feedback item must be dealt with as soon as possible. Furthermore, similar to the labels and assignment features, the priority feature is also able to be filtered when inspecting your feedback inbox. Consequently, those who have Usabilla accounts are able to sort through all feedback items based upon their priority statuses. It's important to note that the priority status of feedback items will not change unless they're their status is manually altered.
Tip: After reviewing and resolving feedback items deemed 'critical' and 'high', archive those feedback items so that they do not clutter your feedback inbox.
Status (beta)
The status tool is one which should work in conjunction with the priority feature. You are able to set individual feedback items to any of the following completion statuses -- none, to do, in progress, or resolved. Therefore, if a feedback item is prioritized, then it's appropriate for completion statuses to be updated so that those with Usabilla accounts reviewing feedback understand that prioritization correlates with the level of completion. Furthermore, by using completion statuses, those with Usabilla accounts are able to know when certain feedback items are currently being assessed by others.
Conclusion
Ultimately, Usabilla's Case Management feature should be utilized in order to organize your feedback inbox and delegate feedback items efficiently. Furthermore, the case management tools will allow you to successfully keep track of feedback and corresponding action items. As a consequence, your team, as a whole, will save time reviewing feedback, and you'll be able to act on individual feedback items in a more effective manner.