Opened 7 years ago

Closed 6 years ago

Last modified 6 years ago

#1568 closed improve feature (fixed)

Too many feedback categories

Reported by: planetcruiser Owned by: sitatara
Priority: minor Milestone: 2.1
Component: BW General Keywords: welen
Cc: planetcruiser, sitatara



Current categories:

  1. Bug problem
  2. Abuse report
  3. Signup problem
  4. Comment problem
  5. Media issue
  6. Forum Issue
  7. Suggestion
  8. I want to help!
  9. Donations (soon), see #1273
  10. Other

I suggest to reduce to:

  1. Don't know (preselected)
  2. Bug or technical problem
  3. Suggestion
  4. I want to get involved!
  5. Donation (soon), see #1273
  6. Media/press
  7. Abuse

Also a radio button list would be nicer, it saves one click.

Change History (22)

comment:1 Changed 7 years ago by planetcruiser

i don't know how many feedbacks arrive every day or week, but i would be open to drop the categories altogether and make it even easier for people to give us feedback

comment:2 Changed 7 years ago by globetrotter_tt

Maybe we should ask the people who answer all the feedback:

Last edited 7 years ago by globetrotter_tt (previous) (diff)

comment:3 Changed 7 years ago by globetrotter_tt

The different categories make only sense if they go to different queues/inboxes. At the moment they end up all in one inbox. So it might be good to have more sophisticated system again:

comment:4 Changed 7 years ago by jsfan

  • Milestone Future deleted

Milestone Future deleted

comment:5 Changed 6 years ago by guaka

  • Milestone set to unassigned

I guess this can still be done in Rox?

comment:6 Changed 6 years ago by planetcruiser

yes. but let's ask the support team. do they have a mailing list or group that they all read?

comment:7 Changed 6 years ago by guaka

Duh, I just used now ;)

comment:8 Changed 6 years ago by abyssin

(Support team member speaking here.)

I suggest adding some categories that would redirect users to an FAQ or something. Questions about how to get a new password would redirect to “new password” page, the same for those who want to delete their profile, people who want to make suggestions would inform about the existence of the feature requests groupe (, change username would display BeWelcome’s policy in this matter (haha this needs to define a policy, lacking in my opinion). Some people also want to thank the volunteers. Lastly there are some privacy concerns. Never saw any forum issue reported to the support team.

Last edited 6 years ago by abyssin (previous) (diff)

comment:9 Changed 6 years ago by shevek

  • Keywords welen added

(Non support member speaking :-))

The text above the feedback for already tells people to use the FAQs and the bugs groups. It would probably a good idea to put a link to the 'new password page' there as well.

This could be done without code changes. The feedback options are derived from a database table reacting on different selecting different ones might be tricky.

(Adding welen so that this is taken care of in the new framework.)

comment:10 Changed 6 years ago by sitatara

(support team member)

In the short run I think some renaming and cleaning up of categories would be good:

  • Remove the words "problem", "issue" and "report" from all categories. They are rather unnecessary.
  • Remove the category "bug problem" since bugs should be posted in the respective group anyway.
  • I'm not sure if "Abuse report" should cover everything safety related. If yes, the term "abuse" is probably a bit narrow. Maybe "Problem with another member" would be better (please ask Safety Team first!)?
  • Rename "Signup problem" to "My BeWelcome account (sign-up, username, password, login, etc.)"
  • I'm not sure about the "comment" category and if it's actually clear what it's meant for. Maybe some other support members who have been in that team for a longer time can say if we really need it.
  • Rename "Forum Issue" to "Forum and Groups".
  • "Suggestions" are usually feature requests. Since these should be posted in the groups that one could be removed (and all other suggestions could go into the "other" category).

In the long run I would prefer a Contact Us page where the categories are not part of the contact form but rather links. So, first you come to a page with a list of categories. You click on one of them and are taken to another page where FAQs about this category are listed. At the end of the FAQ page there is a link: "You have a differet question?" which takes you to the contact form of that category. I will work on the FAQs in the next few weeks and can make a more detailed suggestion for this afterwards.

comment:11 Changed 6 years ago by shevek

  • Cc planetcruiser added

@sitatara: All feedback items are actually translatable so the changes you propose can be done independently.

To remove Bug and Suggestions is simple. Planetcruiser probably just needs something official to do it.

Regarding the different categories ending up in the same OTRS category that's a matter of configuration in the DB I guess.

comment:12 Changed 6 years ago by shevek

  • Cc sitatara added

comment:13 Changed 6 years ago by sitatara

  • Owner set to sitatara
  • Status changed from new to assigned

comment:14 Changed 6 years ago by shevek

  • Milestone changed from unassigned to backlog

comment:15 Changed 6 years ago by sitatara

  • Milestone changed from backlog to 2.1

We discussed this in the Support Team and removing all categories is not an option. The e-mails are automatically sorted into categories in OTRS which makes it much easier for us to answer (we've got templates for different categories).

The number of categories is, on our opinion, no problem. People use the different categories for their feedback. Sometimes they choose the wrong one but it's still better if most are sorted correctly from the start and we only have to move a few wrong ones rather than having to sort all the feedback.

Removing the categories "Bugs" and "Feature Requests" doesn't seem like a good idea. While we already say on the contact us page that people should post in the respective groups, many are not willing to do so and some support is required if we'd like to know about those bugs and suggestions. With the new decision making process it's probably also good to keep the suggestions/feature requests category which could be handled by the Suggestions Team then (with a template directing members to the suggestions and decision making tools).

I have already renamed the categories on the website, made all necessary changes in OTRS and planetcruiser opened a few new aliases for us to sort the incoming feedback better.

Still open:

We'd like to have "General feedback" as default" rather than "Report bugs" which is the default now. Also the sorting of the other categories should be changed. This will require some updates in feedback.model.php and in the database (changes to e-mail addresses per category). I'll fix #1974 together with this.

comment:16 Changed 6 years ago by sitatara

Database changes needed for this:

-- phpMyAdmin SQL Dump
-- version 3.4.5
-- Host: localhost
-- Generation Time: Sep 07, 2013 at 05:23 PM
-- Server version: 5.5.16
-- PHP Version: 5.3.8

SET time_zone = "+00:00";

/*!40101 SET NAMES utf8 */;

-- Database: `bewelcome`

-- --------------------------------------------------------

-- Table structure for table `feedbackcategories`

DROP TABLE IF EXISTS `feedbackcategories`;
CREATE TABLE IF NOT EXISTS `feedbackcategories` (
  `Name` tinytext COLLATE utf8_unicode_ci NOT NULL COMMENT 'The name of the category (this is a word)',
  `CategoryDescription` tinytext COLLATE utf8_unicode_ci NOT NULL COMMENT 'The description of the feedback category (this is a word)',
  `sortOrder` int(1) NOT NULL,
  `visible` int(1) NOT NULL,
  `EmailToNotify` text COLLATE utf8_unicode_ci NOT NULL COMMENT 'The list of the email to notify in case a feedback is sent in this category, these are dor comma separated',
  `IdVolunteer` int(11) NOT NULL DEFAULT '0' COMMENT 'Default volunteer in charge of this feedback',
  PRIMARY KEY (`id`)
) ENGINE=MyISAM  DEFAULT CHARSET=utf8 COLLATE=utf8_unicode_ci COMMENT='The different available categories for members feedbacks' AUTO_INCREMENT=66 ;

-- Dumping data for table `feedbackcategories`

INSERT INTO `feedbackcategories` (`id`, `Name`, `CategoryDescription`, `sortOrder`, `visible`, `created`, `EmailToNotify`, `IdVolunteer`) VALUES
(1, 'Software_issues', 'Category for feedback about bugs and other software issues', 3, 1, '2013-09-07 13:53:54', '', 0),
(2, 'Safety_and_abuse', 'Category for feedback about safety issues and abuse', 5, 1, '2013-09-07 13:54:01', '', 0),
(3, 'Account', 'Category for feedback about account issues (e.g. feedback at signup, username/password lost, username changes, problems with login etc.)', 2, 1, '2013-09-07 13:54:04', '', 0),
(5, 'Media', 'Feedback category for media inquiries', 7, 1, '2013-09-07 13:59:01', '', 0),
(6, 'Forum_moderation', 'Category for feedback about forum and group issues', 6, 1, '2013-09-07 13:54:09', '', 0),
(7, 'Suggestions', 'Feedback category for suggestions', 4, 1, '2013-09-07 13:59:08', '', 0),
(8, 'Volunteering', 'Feedback category for inquiries about volunteering', 8, 1, '2013-09-07 13:59:12', '', 0),
(9, 'Other', 'Category for feedback that does not fit into any other category', 9, 1, '2013-09-07 13:59:18', '', 0),
(10, 'Delete_profile', 'Category for feedback written when profile is deleted', 10, 0, '2013-09-07 13:57:23', '', 0),
(11, 'General_feedback', 'Category for general feedback ', 1, 1, '2013-09-07 13:59:28', '', 0),
(4, 'Comment_issue', 'Category for feedback about profile comment issues', 11, 0, '2013-09-07 14:52:40', '', 0);


comment:17 Changed 6 years ago by sitatara

I introduced a new feedback categories called 'General feedback'. The 'Comment issue' category will no longer be listed in the contact form - reported comments go to 'Safety and abuse' instead. I introduced a new sorting of the categories in contact form with 'General feedback as default The subject for messages to OTRS has been changed to: "Your feedback in the category '[name of category]'" The body no longer contains the category name since that was a useless duplication of information.

All changes made with

Please test locally.

Version 0, edited 6 years ago by sitatara (next)

comment:18 Changed 6 years ago by sitatara

  • Status changed from assigned to local_testing

comment:19 Changed 6 years ago by shevek

  • Status changed from local_testing to to_alpha

comment:20 Changed 6 years ago by shevek

  • Status changed from to_alpha to testing

comment:21 Changed 6 years ago by crumbking

  • Resolution set to fixed
  • Status changed from testing to closed

I could imagine a lot of feedback with the default value. We could have a default empty one with the setting mandatory to force people to use the right category. Anyway this could be done later. Now this works.

comment:22 Changed 6 years ago by sitatara

Actually, the current default (bugs) is not used that much. Seems that people really choose the category and do not just take the default. We'll see if that's different with the new default value. Otherwise, I'd say there is no need for an empty default value.

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