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Use Tickets to Capture Qualitative Tester Feedback

Read time: 10 mins aprox
JUL 19, 2022

When launching a beta, keeping your testers engaged is a top priority so you can maximize the feedback loop. Having a dedicated communication channel is critical for engagement. 

In this article

Tester Communications

When your beta program is active, there are multiple modes of communications you need to serve your customers:

  • Manager to All Testers: send announcements to all of your testers to keep them updated (e.g. share a link to the product manual)
  • Manager to a subset of Testers: send a bulk update or follow up to a group of testers that share a common criteria (e.g. give kudos to your top performers) 
  • Manager to a specific Tester: having a one-one conversation with the tester
  • Tester to Manager: a tester reaching out to manager for a specific reason
  • Tester to Tester: testers helping other testers in a specific topic (e.g. sharing how they solved a problem)

All these modes of communication normally happen in a group setting such as beta testing. And Stomio can help you manage all of them. In this article, we will focus on one mode: Tester to Manager.

Tickets: Tester to Manager Communication

Testers can initiate a conversation with Managers using Tickets in Stomio. There are two ways a Tester can start a ticket

  • When they execute on their tasks
  • Quick ticket directly from Stomio

When a Tester is executing their task, they can start a ticket by clicking on `Open a ticket` on the bottom-left corner of their screen. This will initiate a ticket that is associated with that specific step.

Open a ticket in Stomio into a step

Another way to start a ticket flow is for the Tester to log into their account, click on `Comms` on the top navigation bar, then click on `Open a ticket` on the screen. 

Comms pannel Stomio app
Open a ticket option on Stomio

Regardless of how the tester initiates the flow, a Ticket has below main component:

  • Beta Name: each ticket has two status: Open or Closed. By default, all tickets are open. Closing a ticket can be done by the manager or the tester by clicking on the ticket status on changing it.
  • Ticket Type: testers have the option to report on 4 main types of tickets:

I’m Stuck: when a tester is executing a task and can’t proceed because something is blocking them.
Bug: a tester found an issue and wants to report it.
Question: a tester is curious about a non-critical aspect of the product and wants to ask a simple question.
Idea: a tester thinks the product can be improved and wants to share how to

  • Ticket Title: his is the main title for the ticket to convey the main message. 
  • Ticket Description: this is the bulk of the details the tester wants to include in their ticket.
  • Attachment: a tester can attach a picture or video or any file to their ticket so the message can be better relayed.

After the tester creates a ticket, the conversation between them and the Manager starts. Both parties can add comments and attach files to share more context. Stomio makes the conversation feels natural and friendly because the experience is chat-like

Pro-tip: make the conversation light and fun. Share pictures and reply to your testers quickly to keep them engaged 

Ticket Operations

Once a ticket is created, you can perform the following actions on each ticket

Managing your tickets at scale

After you launch your beta program, you should expect a lot of tickets to be reported by your testers. The number of tickets will increase exponentially if you launch more than one beta program at the same time. Stomio helps you stay on top of your tickets by giving you a number of filters to quickly get to the tickets you want to view:

Pro-tip: you can combine multiple filters to move quickly and get a very specific view of your tickets.

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