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getsentry / sentry

Developer-first error tracking and performance monitoring
https://sentry.io
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Auto-replying User feedback #73281

Open danrods opened 5 months ago

danrods commented 5 months ago

Problem Statement

When a user submits feedback it falls into a black-hole, they don't get any real updates or confirmation outside of the app

Solution Brainstorm

We would like the ability to send the user an email confirmation upon receipt of their feedback so they know that we got it.

It would be great to also send them a follow-up email when the corresponding sentry issue has been resolved

Product Area

User Feedback

getsantry[bot] commented 5 months ago

Assigning to @getsentry/support for routing ⏲️

getsantry[bot] commented 5 months ago

Routing to @getsentry/product-owners-user-feedback for triage ⏲️

bruno-garcia commented 5 months ago

Thanks @danrods for the feature request.

Question: Do you reach out to all customer feedback?

When a user submits feedback it falls into a black-hole, they don't get any real updates or confirmation outside of the app

Specifically about feedback going into the blackhole, we offer feedback alerts, so you can be aware of new feedbacks arriving.

danrods commented 4 months ago

Hey @bruno-garcia , Great question! We don't currently reach out to all user feedback in sentry, but our customer support does proactively reach out to user feedback on other platforms so it would be great to be able to do the same with Sentry. We've noticed a drop in requests to our support inbox after implementing sentry user feedback, and we want our users to know that they can reach out to our support team if they need help with this issue.

I wasn't aware of feedback alerts, I will definitely look into it to see if we can use it for this purpose