How Defect Tracking Software Solves Customer Feedback Problems

Last updated on April 7th, 2024 at 11:06 am

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Problem 1: Customer Feedback and Bug Reports are Coming from Different Channels

Minutes after shipping a new feature, you’re informed that a button isn’t working properly or users are requesting additional functionality they’d like to see in the future. When customer feedback and bug reports are reported through different channels, product managers struggle to keep a single backlog of defect and user feedback – let alone organize and prioritize the most critical ones for immediate action. 


Defect tracking software lets you create a project to simplify how bugs and feedback are captured. It saves your time and keeps things extra organized by allowing managers to create separate projects for the engineering team to look for incoming bugs and another for user researchers to monitor feedback and comments.

Problem 2: Insufficient Information to Take Action on Bugs and Feedback

Having a single backlog/centralized project for bugs/feedback and getting the information you need to take action are two separate things. Without clear guidelines on what every submission should include, you will either get feedback/report that has insufficient information or one that has too much irrelevant information. As a result, you end up wasting time chasing down critical details before getting started on a solution.


When capturing bugs or user feedback, create a task that outlines all the information your team needs to work on a solution or response. You might ask customers to include their names and a direct quote of their comment or request if you’re collecting customer feedback.

For bug submissions, create a task in your bug tracking report that asks for the following details:

  • Issue descriptions
  • Steps to reproduce
  • Expected Behavior
  • What happened
  • Browser info

To standardize submissions, use custom fields to collect information uniformly.

Problem 3: Uncertainty about Prioritizing Bugs and Customer Feedback

Limited time and resources call for quickly determining which bugs need to be addressed urgently. If you’re tracking customer feedback, you might end up with tons of qualitative data, yet being unsure of what themes and trends to incorporate into your roadmap.


In defect tracking software, custom fields allow you to organize incoming bugs and user feedback to know what to focus on first. In your bug tracking project, you can set a custom field for priority as well as the number of reports about the same issue. In your customer feedback project, you might include custom fields like feedback type, sentiment, priority, and if it’s actionable or not. Create an advanced search report to see only the bugs or user feedback with “high priority” custom fields.

Problem 4: Teammates Can’t Tell the Status of Bugs and User Requests

Teammates want to stay informed of the status of their submissions, especially client-facing teams who have to provide the most up-to-date information to customers. Coordinating bug fixes over email, chat or other specialized tools is hard and inefficient.


With defect tracking software, define clear owners to any bugs or feedback that requires action. For every bug or piece of feedback that you’ve prioritized for action, the task can be assigned to a teammate and a due date can be set. Mark the task complete when the bug is fixed or user feedback is incorporated, so everyone knows the work is done.

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