Giving feedback, reporting bugs and making requests
To ensure that we can manage feedback, bugs and requests in a clear, concise and actionable way, it's important to make sure that communication is streamlined. This article outlines the key avenues that are used.
Giving feedback: ClickUp
All feedback, whether internally or from customers, should be logged into ClickUp. ClickUp is the primary tool that will be used to determine if an issue is big enough to warrant being fixed, and the detail of the feedback will guide how Product decides to fix the issue.
ClickUp is most effective when feedback around the same issue is grouped together. To ensure that the feedback you enter will have the most impact, you can also bookmark this Click Up Feedback Spreadsheet and log the feedback (as a subtask) against the appropriate category.
Examples of how Product might look at ClickUp
- Product wants to know which pages within Class Reports are causing the most issues. They open up ClickUp and look for the top 2 pages in terms of number of reports. They then read through those feedback pieces given and determine a course of action to improve those pages.
- Edtech consultants have all been hearing the same issue from multiple schools, and bring it up on the #product-discuss Slack channel. Product then goes to ClickUp and looks for the volume of feedback around this issue. If the volume is high enough, they then read through those feedback pieces given and determine a course of action.
In both these examples, it's crucial that the feedback is already logged into ClickUp, as that will play a huge part in whether the issue gets addressed.
Giving feedback: Ad Hoc Surveys
Occasionally, when detailed feedback is needed from a group of internal staff members, a survey will be sent out to gather feedback. This will typically happen after an issue has been clearly identified, which is based on the volume of feedback given in ClickUp.
Discussing Product: Slack channel - #product-discuss
If you want to discuss an aspect of Product, it can be done in #product-discuss.
Examples of good use of #product-discuss
- Clarifying progress/estimated completion dates of a feature in development
- Understanding how a feature is intended to be used
- Follow-up discussions after a Squad Showcase
- Bringing attention to an issue that is coming up regularly or that has a high impact. In these cases, it's imperative that the feedback already exists in ClickUp, as looking there would be the next step
- For Product Owners or Engineers to ask how a certain part of Product is being used (or their perception of usage)
- To confirm that a feature is safe to deprecate
Reporting bugs: Slack channel - #support-requests
If you come across a bug in Mathspace (or if you're not sure if what you've found is intentional or a bug), report it via the Bug Report Form and also post in #support-requests if you’d like extra visibility.
Making support requests: Slack channel - #support-requests
If you have a task that requires work from the support team, post it in the #support-requests channel. Examples include requesting for schools to be created (for this request, you can also use the Customer Success > Account Creation Request Form), bulk editing of student details in a school, or school spreadsheet imports.
Making data requests: Slack channel - #support-requests and re-post them in #data-requests
If you have a request for any data within Mathspace, post it in the #data-requests channel. Please use the following format:
What data I am looking for:
What I am trying to achieve:
When I need this by:
The Slack thread will be used to continue discussion around that request.