Aggregate feedback & data in one place and generate insights for product strategy.
With the Insights app, you can centralize all feedback in one place, via chat, email, or manually, allowing you to uncover actionable insights. Link feedback to ideas and opportunities to inform your discovery while keeping customers at the center of your product.
Watch: Insights app
Benefits
Listen to your customers and solve the right problems
The airfocus Insights app allows you to centralize feedback from any channel in one place to uncover actionable insights for discovery and product strategy.
- Easily collect and organize feedback from various sources and teams into one place (no more missing documents or chats).
- Create insights to inform discovery and product strategy.
- Close the feedback loop and communicate with customers.
Customer-facing teams talk to users all day long. Invite them to easily submit feedback, keep them informed, and break down silos in communication.
How to do it
Create a feedback workspace
You can install Insights in the Extensions section on your workspace:
Or by selecting it from the template options when creating a new workspace:
Our recommendation is to manage feedback in a dedicated feedback workspace, as you will automatically acquire an inbox view and a predefined set of statuses to work with.
It's also possible to use the template when installing the app from an already existing workspace.
Select at least 1 workspace to which you would like to link the insights to. Please note, that in order to link to a workspace, full access permission is required for said workspace.
About your feedback workspace
If you decide to create a dedicated feedback workspace, this will include an inbox view. Otherwise, you will be able to add this new view type to your workspace in the views tab of your Workspace settings.
By default, your Inbox will display a status field but you can customize what to display in the inbox in the view settings.
We add useful default select field options to your feedback workspace to spare you some time. You can edit them and add more in the fields tab of the Workspace settings.
Please note, that all newly added feedback will automatically be in the status "new". You can change this setting inside your workspace's settings.
Put in feedback by adding a new item and including relevant information in the item card.
Create Insights by highlighting relevant text from either the title or the description and linking them to items in other workspaces. This way you are enabled to create context around pieces of feedback. In case you don't have an item already created in your source workspace, you can create a new one directly from here.
To do so, highlight the relevant content and choose which item you would like to link it to.
Pro Tip: If you want to create a new item based on the highlighted text, type the desired item title in the search bar, and if it doesn't result in any given items with the same name you will be given the option to conveniently add it.
Jump to the linked items with one convenient click and vice versa, and access the Insights directly from an item.
From the feedback to the linked item, click on the item name:
From the linked item to the feedback:
See at a glance for which feedback insights have already been created.
You will also be able to see the number of insights created on your receiving workspace. This allows you to understand which items may need your attention, giving you perspective and added customer focus.
Advanced setup
While we do recommend the workflow described above, you can set up the Insights App manually.
Installing insights in an already existing workspace
In your workspace, go to the Extensions section and install Insights.
The option "I'd like to create a dedicated feedback workspace" will result in the previously mentioned, recommended setup.
"Use current workspace" will convert your current workspace into a feedback workspace that will create insights for at least one other workspace.
Inbox view
You can integrate the Inbox view in any workspace manually in the views tab of your workspace settings.
Integrations
1. Intercom
We're kicking off Insights with a native Intercom integration, so it's a breeze to import all feedback.
All you need is a tag and in a flash, feedback will be coming in. Shazam!
All feedback that comes in from Intercom will have the logo attached, so it's easy to spot and understand where it came from.
How to use the insights filter option
Benefits
The Insights filter option makes it possible to find all insights that are related to one of the items you're currently working on.
Let's say you just finished building a new feature. Filtering for all related insights will make it possible to find all insights and all customers that requested this feature in the past.
This makes it super easy to inform everybody who needs to know after you launched something new.
How to do it
You can find the insights filter in the "Filter" section of each of your workspaces:
The Insights filter gives you three options to filter for. The different filters will show you the following options:
- All insights that are linked to one specific work item.
- All items in this workspace that are already defined as an insight for another item.
- All items in this workspace that are not yet defined as an insight for another item.
1. All insights that are linked to one specific work item.
This filter option will show you all items in this workspace that are used as an insight for another one of your items. To do this, simply select the item that you want to see all insights for.
You'll now find a list of all of your insights that are related to one of your features.
You can use this filter on each one of your views but we recommend using the table view for this one, in order to export the results to a CSV, which makes it very easy to contact everyone who requested the feature or gave you insights.
2. All items in this workspace that are already defined as an insight.
This option will give you a list of all items that are already attached to another item as an insight. To do this simply select "is defined" in the filter dropdown.
3. All items in this workspace that are not yet defined as an insight.
This option will give you a list of all items that are not yet attached to another item as an insight. To do this simply select "is undefined" in the filter dropdown.
How to find a convenient way to contact all customers that requested one specific feature (using the CSV export)
After using the first option above you'll have a list of items that are all insights for one specific feature.
You can now use the CSV export option to export this list. You can use the display option to decide what columns you want to add to your CSV.
This will give you a list of all customers that requested this specific feature including their Company name, first and last names, email addresses, etc. (whatever fields you created as custom fields for the feedback workspace).
You can export the CSV on the table view by clicking on "Share" and selecting the "Export to CSV" option.
Insight scoring
Select how to calculate the insight score. This score will be displayed on items in the receiving workspace(s).
- Default : A score based on the total number of Insights linked to an item.
- Advanced : Instead of just counting connected insights, you can aggregate custom field values from feedback items. The Advanced insight scoring feature enables you to customize the formula, allowing you to adjust the weight of insights according to your needs.*
*This will work well for Single Select fields, but not YET work well for multi-selections, where values have been assigned to each selectable option. Because it does not sum up the individual values, it only takes the average.
Moving items with insights to different workspaces.
If you want to move an item with insights to a different workspace, please make sure that the Insights app is targeting both workspaces; otherwise, you will lose those insights during the transfer.
For example : In the screenshot, I can move an item from my Opportunities workspace to my Epics workspace, and the Insights will carry with the item.
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