Summary
This article covers how to manage customer feedback. You'll learn how to track and prioritize bugs and feature requests by setting up key fields, linking issues to customers, organizing Fields in Profile Templates, and using Global Filters to surface high-priority, high-value, or type-specific feedback (e.g. bugs vs. feature requests).
Who is this article for?
Planhat builders/admins who configure their tenant for their team (e.g. CS Ops).
This article is part of the Data Models Course.
Article Contents
Introduction
The Issue Model helps product teams track and prioritize feature requests and bug reports.Issues have a many-to-many relationship with Companies and End-Users, meaning a single issue can be linked to multiple companies, and a company can have multiple issues associated with it. The JIRA Software integration sends JIRA Issues to the Issues model.
This flexible structure makes it easy to manage feedback from different customers all in one place.
Key System Fields
First, we have basic Issue fields such as:
Title (text) - a text field that displays the Issue title.
Description (text) - stores the Issue description.
Status (list) - displays an Issue's current status. There are three different options to choose from: "Open", "In Progress" and "Done".
Created date - contains the date the Issue was created.
Updated date - displays the date that the Issue was last updated.
Combined ARR / MRR - total combined ARR / MRR related to Issue
From an integration perspective, here are some JIRA-related System Fields
Issue Type (text) - stores the type of Issue (e.g. Bug, Feature Request, etc.)
Priority (text) - stores the Issue's priority - e.g. low, medium and high.
Project Id - a text field that's used to store the JIRA project ID.
Source Key - a text field that stores the Issue key that syncs directly from JIRA. Use the Source Key to map data between JIRA and Planhat.
Source - a text field that stores the source, e.g. JIRA.
Source Id - the unique identifier for issues synced with JIRA. This field ensures your Issues in Planhat sync with the correct issues in JIRA.
Source Url - a text field that's used to store a link to the issue in JIRA.
Key Custom Fields
If you’re not mapping from another source like JIRA and will be solely using Planhat, you will want to create these Custom Fields as list Fields.
Issue Type (list) - stores the type of Issue. (e.g. Bug, Feature Request, etc.)
Priority (list) - stores the Issue's priority - e.g. low, medium and high.
Field Groups
Now that you have an understanding of the Key Fields, you can set them up in Field Groups, which live in Profile > Profile Templates. This determines what shows in Previews and full-page profiles for Issues.
Let’s look at how to group them in a logical way. We recommend a set up as below:
For more information on Field Groups, take a look at Help Center Article: Field Groups.
Create Form
To ensure your data stays clean, it’s important you make fields mandatory for creation. We recommend using Title and Description at a minimum.
For an in-depth breakdown on all things Profile related, take a look at our Help Center Article: An introduction to Profiles / Previews, the How-To Library in app, or check out the Dojo course related to Profiles.
Common Global Filters
You may want to create some standard views for your Issues, to ensure everyone has the same definition.
Here are some of the most commonly used Global Filters:
Bugs - displays all bugs
Feature Requests - displays all feature requests
High Priority - displays all high priority Issues
High Value - displays all high value Issues (e.g. all Issues with customer base of $100K+)
In the example below, we are using the Global Filter to identify all of the Feature Requests.
