In-app feedback and bug reporting
Overview
Using In-app Feedback, you can collect valuable user feedback from within the app. Apptics' in-app Feedback enables your users to share their feedback and report bugs while using the app by a simple shake-to-share feedback mechanism.
You can prompt in-app feedback popups within the app whenever the user shakes their device by integrating Apptics' FeedbackKit. While your users send their inputs, you can also capture additional information like diagnostic info, error logs, traces of events/screens/APIs, screenshots, etc. that add more context to the user feedback.
The feedback pop up allows you users to:
Share feedback - Write their suggestions or valuable inputs about your app along with relevant attachments either using their email ID, or anonymously.
Report bugs - Take a screenshots, mask any PII/sensitive information, annotate them to pinpoint the problem, and report them as bugs.
There are different methods to show the feedback popup, provide shake to feedback mechanism to users, and analyze in-app feedback data in the Apptics console. For SDK implementation, refer to our SDK guide.
Analyze in-app feedback in Apptics
- Navigate to Quality > In-app Feedback.
- You can view all the user feedback you receive through the in-app feedback popup for your app.
- The feedback timeline shows the total number of feedback received and the number of feedback received across platforms for the selected date range.
- All the in-app Feedback received is run through Sentiment Analysis and the results are segregated based on each platform. The received in-app Feedback is then categorized as Positive, Neutral, and Negative feedback.
- At the bottom of the page, the feedback list shows all the individual feedback received along with details such as the sentiment behind the feedback, the feedback message, app, OS, device type, the date on which the feedback was received, and any comments.
- If you have already enabled third-party integrations for the feedback module like Zoho Projects, Zoho Desk, or Zendesk, there will be additional columns in the list that let you assign the feedback received as a bug in Zoho Projects or view the feedback as tickets in Zoho Desk and Zendesk.
- If you click on the individual feedback, you will be able to see the whole picture with additional details and context to the user feedback.
View additional information in feedback details page
- Click on the individual feedback and you will get details such as the app version, OS Version, device ID, device model, SDK Version, battery status, network type and strength, device orientation, and the space available in the device.
- You can check the traces of events, API calls, and screens that were triggered during the session in which the feedback was given.
- Events - provides you with a list of all the events that were triggered while the feedback was given.
- API Calls - provides you with a list of all the API Calls that were triggered while the feedback was given.
- Screens - provides you with a list of all the screens that were visited before the feedback was given.
- You will be able to see the option PII is available if the user has provided their email address along with their feedback.
- Click on Attachments available to view any attachments your users have sent along with their feedback.
- If the feedback message is in a language other than English, you can click on the See translation option to view the message translated to English.
Assign in-app feedback as support ticket
If you enable Zoho Desk or Zendesk integration for feedback module, every individual in-app feedback you receive will be automatically created as a support ticket in your Zoho Desk or Zendesk portal. You will be able to see an option to View ticket on Desk and when you click on it, you can provide the necessary details and assign in to the support agents in your team.
Assign in-app feedback as a bug
If you enable Zoho Desk or Zendesk integration for feedback module, you can file a feedback as a bug in your Zoho Projects portal. Click on the option to Assign as bug and a pop up will appear. Once you provide the necessary details, you can assign it as a bug to the right person and track the progress in Zoho Projects.
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