Steps to Capture Member Feedback – Test Zendesk Vida

This article outlines the complete, three-step workflow for capturing, tagging, and officially escalating Member Feedback to the Product/Engineering teams for continuous improvement.

What is Member Feedback? (Feedback vs. Complaint)

It's crucial to differentiate between a Complaint (which requires immediate resolution) and Feedback (which requires tracking for future product improvements).

Category	Complaint	Feedback
Definition	A report of a problem that often requires follow-up action/resolution.	An opinion or suggestion; doesn’t need immediate action.
Example	“I never received the device I paid for.”	“The device works, but I don’t like the way it looks.”
Action Required?	Must be resolved or escalated for a fix (e.g., to Prescribing, Support, or Manual Ops).	No immediate action; requires escalation via JIRA for product tracking/review.

Process: Capture, Categorize, & Escalate

The process requires tagging the ticket in Zendesk and then creating a JIRA ticket to ensure the feedback is officially logged and tracked by the Product team.

1. Capture and Categorize the Feedback (Zendesk)

Add Tag: When working on a ticket that contains feedback, type feedback into the tags field and click to add the tag.
Add Form Data: Add the appropriate form, environments, and platform functions based on the feedback type.
Categorize: Ensure the feedback is categorized accordingly using the available Zendesk forms/fields.

2. Escalate to Product/Engineering (JIRA)

Always limit 1 JIRA ticket for 1 Zendesk ticket.

Open the member’s Zendesk ticket.
Click the Apps button → Create issue under JIRA.
Select Support Escalations (ESCA) as the project.
Under the required fields, select the correct issue type:
- Support Escalation Type: Choose [System] Service Request > Product Feedback from the dropdown list.
Fill in the remaining required fields:
- Summary: Short title appropriate to issue + member UUID.
- Description: Add any necessary details.
- Attachments: Select any relevant attachments already in the Zendesk ticket when creating the issue.

3. Respond to the Member

Thank the member for their input and let them know it has been officially captured for review.

Suggested Talking Point: "Thank you for sharing that input about [Specific Item]. We've captured your feedback and marked it for review by our Product team, as we're always looking for ways to improve the member experience!"

JIRA Management & Follow-up (Post-Creation)

After Creation: The JIRA ticket will appear in the right panel under “Linked JIRA issues.” Click the eye icon to view ticket details.
Adding Comments/Attachments: If you need to add comments or attachments after creation:
- Click Notify, add your comment, and select any attachments you want to send to JIRA.
- Backup Plan (If attachments are not clickable): Right-click the image in Zendesk → click Copy image address → paste image address into your comment → Notify issues.
- Important Note: If multiple JIRA tickets are attached to one Zendesk ticket, comments added via the Notify button will go to ALL attached JIRA tickets.
Place ticket on hold until jira ticket is resolved then mark solved.

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