Customer Feedback Management

Turn Customer Satisfaction Feedback into Actionable Business Insights

Customer Feedback Management is an extensible processing solution powered by Atlassian’s Customer Service Management. It connects external channels (website, email, chat, self-service portal, and voice) with JSM, enabling standardized workflows, automated data validation, SLA enforcement, and transparent ownership across the entire feedback lifecycle.

The platform delivers full operational visibility, real-time dashboards, and governance-ready reporting for leadership teams. This helps improve service quality, control team performance, and scale support operations securely without losing process visibility.

One system. One workflow. Full visibility.

How We Improve Your Feedback Process?

Structured Data

Normalize all incoming feedback into a consistent, actionable format.

Smart Data Validation

Conditional rules ensure data is accurate, complete, and usable.

Controlled Workflows

Requests are automatically sent to the right teams with SLA and clear ownership.

Live Dashboards

Real-time dashboards track trends, team performance, and bottlenecks.

Challenges in Customer Feedback Management

Fragmented feedback and unstructured processes slow business improvement, reduce loyalty, and create inefficiencies.

Multiple Feedback Channels

Customer input arrives via email, chat, portals, and social media, making it hard to consolidate into a single workflow.

Irregular Request Processing

Requests are processed manually and differently across teams, causing delays, errors, and missed actions.

Unstructured Data

Unvalidated or unstructured feedback prevents accurate trend analysis and service optimization.

Limited Performance Visibility

Teams cannot easily measure customer satisfaction or track operational metrics across requests.

How We Put Customer Feedback to Work?

Our solution transforms every request into structured Jira tasks with full automation:

Capture All Feedback

Web forms, portals, emails, APIs, and third-party platforms are unified into a single system.

Validate & Structure

Conditional rules, field checks, and data normalization ensure accuracy and completeness.

Automate Workflows & SLA

Requests are automatically sent to the right teams with clear ownership, priorities, and SLA enforcement.

Visible via Live Dashboards

Real-time reports provide operational visibility and performance metrics.

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Digital Transformation Case Study:

Client Challenges

Scattered Feedback

Emails, chats, portals make it hard to consolidate requests

Manual Processing

Up to 90 tickets/month entered manually

High Licensing Costs

Legacy system ~52,000/year

Limited Flexibility

Forms lacked validation, conditional logic, multilingual support

Our Solutions

Centralized System

All channels feed into Customer Service Management app, creating one structured workflow

Automated Workflows

Auto-routed requests with SLA, no manual work

Cost Optimization

User licensing restructured, system scaled

Custom Feedback Forms

Validated, conditional, multilingual (UA/EN), API-integrated

Operational Budget Savings

Faster Task Resolution

More Feedback Captured

Customer Satisfaction

Clients Confirming the Quality of Softgile Services

FAQs: Customer Feedback Management

Which channels are supported?

Web forms, customer portals, email, APIs, and external platforms, all in one workflow.

How is data quality ensured?

Built-in validation rules and conditional logic prevent incomplete or incorrect submissions.

How are requests routed?

Tickets are auto-assigned by type, priority, team, and SLA rules.

How are SLAs enforced?

Each request is tracked with priorities, deadlines, and escalation flows.

Can we customize workflows?

Yes, processes, statuses, approvals, and automations are fully configurable.

Is it scalable for enterprise use?

Yes, supports multi-location teams, high volumes, and complex structures.

Does it support multiple languages?

Yes, multilingual forms and portals (e.g. UA / EN).

Can we track performance in real time?

Live dashboards show volume, SLA compliance, trends, and bottlenecks.

Is reporting and audit history available?

Yes, full traceability with exportable, governance-ready reports.

Can it integrate with our systems?

Yes, via APIs and native Jira Service Management integrations.

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