Every product has two laboratories: development and the real world. The real world finds what the lab never imagined. The Feedback module of the Nyverra ITSM Portal exists to capture this finding — before it becomes silent dissatisfaction.

This guide explains what the module receives, how status is tracked, and why a well-operated feedback channel is a lever for continuous improvement.

Module interface in Nyverra ITSM Portal.

What the Feedback module captures

It is the official channel for the user to report product issues and propose improvements — distinct from IT service requests:

Type	Example
Bug report	“Filter X doesn't save the preference.”
Improvement suggestion	“It would be useful to export list Y to CSV.”
Usage feedback	“Flow Z could have fewer clicks.”

The key point: separate product bugs from IT incidents. The first goes to the product backlog; the second, to the service desk.

Why a feedback channel matters

• Early detection: real problems appear before they escalate.
• Data-driven prioritization: volume/recurrence of feedback guides the roadmap.
• Engagement: those who give feedback and receive a response start participating in the evolution.
• Perceived quality: closing the loop (“we resolved it”) improves trust in the product.

Who uses it

Profile	Typical use
User	Registers bug/suggestion
Product team	Triages, classifies, and prioritizes
Administrator	Monitors the flow and notifications

How to use: step by step

1. The user registers the feedback with description and context.
2. The team triages and classifies (bug? suggestion? duplicate?).
3. The status is updated (under analysis, planned, resolved, not applicable).
4. The response is communicated to the author.
5. The items feed the roadmap prioritization.

Business rules and cautions

Point	Explanation
Bugs vs incidents	Product bug ≠ IT incident; each has its own flow.
Duplicity	Group similar feedback to measure real impact.
Response	Replying, even when it won't be done, closes the loop.
Privacy	Context and attachments may contain data; handle according to LGPD.

Good practices

• Always respond — including negatives (“won't be done now”), with the reason.
• Group similar feedback; recurrence is a sign of priority.
• Clearly separate product bugs and IT incidents.
• Use feedback volume to prioritize the roadmap with data.
• Close the loop: inform when an item has been resolved.

Common mistakes

Situation	What to do
Unanswered feedback	Disengages the user; create a routine for response and status.
Bug treated as an incident	Route to the product backlog.
Ignoring recurrence	Group and prioritize what repeats.

Frequently asked questions

Does feedback replace service requests?
No — they are different flows: product bug vs IT incident.

Does the user see the status?
Yes, status tracking is part of the module.

Is it used to prioritize the roadmap?
Yes, feedback volume/recurrence guides prioritization.

Automate via API

The module is exposed via API (/api/feedback and related), allowing the channel to be integrated with product tools. Reference at developer.nyverra.com.

Use cases: the improvement cycle in action

1. Bug reported, fixed, and communicated. The user reports a filter error; the team fixes it and notifies. The user realizes their contribution mattered — and starts reporting more.

2. Suggestion that becomes a feature. Several users ask to export a list to CSV. Feedback volume signals demand; the feature enters the roadmap with justification.

3. Reduction of support tickets. Separating “product bug” from “usage question” prevents support from becoming a dumping ground for reports that should go to the product — and vice versa.

KPIs of a healthy feedback channel

Indicator	What it reveals
Feedback received per period	User engagement
% with updated status	Whether the channel is taken seriously
Time to first response	Team responsiveness
Bugs vs suggestions	Nature of demand
Recurrence of themes	Roadmap priority

Closing the loop

The value of feedback is less in receiving it and more in responding. Even a “won't be done now, and the reason is X” keeps the user engaged. A channel without response dies silently — and with it dies continuous improvement. With triage, status, and response, the Nyverra ITSM Portal transforms user perception into product direction.

Feedback channel checklist

1. Define what is a bug vs IT incident.
2. Establish triage and status.
3. Commit to responding to the author.
4. Group recurring themes.
5. Use volume to prioritize the roadmap.
6. Communicate when an item is resolved.

Additional frequently asked questions

What if it won't be implemented?
Respond anyway, with the reason — maintains engagement.

How to prioritize?
By recurrence and impact of the theme.

Are feedback and support the same queue?
No; product bug goes to the product, incident goes to the service desk.

Conclusion

With the Feedback module, the Nyverra ITSM Portal evolves together with those who use it. A channel that captures, prioritizes, and responds closes the continuous improvement loop — and transforms user perception into product direction.