Overview
Collecting feedback is powerful, but if it sits in a silo, customers feel ignored and frustrated. Product and support teams often struggle with turning user-reported bugs into actionable tickets and real-time communication across tools.
With Encatch as the single destination for feedback, and workflow automation engines like Zapier or n8n, you can automatically close the loop: feedback instantly becomes a tracked issue, linked to support tickets, and surfaced to the right teams.
Problem
- Users report bugs or issues, but the feedback gets lost in email threads, chat logs, or survey exports.
- Support teams manually copy-paste feedback into Zendesk/Intercom or Jira, which wastes time.
- Product and engineering teams lack context about the original feedback.
- Customers feel like their voice disappears into a black hole.
Solution with Encatch + Workflow Automation
By making Encatch the destination of truth for customer feedback, every reported bug or request can be enriched and routed automatically to the right places.
Step 1: Feedback Captured in Encatch
A customer uses the in-app widget in Encatch to report: "Checkout button doesn't respond after clicking."
Feedback enters Encatch as a structured record (user info, session, timestamp, feedback text).
Step 2: Trigger the Workflow (Zapier/n8n)
Encatch sends a new feedback event to Zapier/n8n.
Workflow kicks in automatically.
Step 3: Close the Loop Actions
Create an Engineering Ticket
- Automatically create a Jira or GitHub issue.
- Full context is attached: feedback text, user metadata, browser info, and session URL.
Update Support Tools
- If the user is also in Zendesk or Intercom, the ticket is updated with an Encatch feedback link.
- Support teams see both the original bug report and the product team's linked issue.
Notify Customer Success
- A Slack message is sent to the CSM channel, with details of the feedback + linked Jira/GitHub issue.
- CSMs can proactively follow up with the customer.
Example Workflow in n8n
Trigger: New feedback submitted in Encatch
Steps:
- Create a Jira issue with full context.
- Update Zendesk ticket (if exists).
- Post a Slack message to #customer-feedback.
Outcome
- Faster acknowledgment: Customers know their issue is being tracked.
- No lost feedback: Every bug report is captured, linked, and visible across systems.
- Improved collaboration: Support, Product, and Engineering all share the same source of truth.
- Customer delight: Instead of silence, customers hear back with updates tied directly to their feedback.
Conclusion
With Encatch + workflow automation, feedback doesn't just get collected. It gets actioned, tracked, and communicated across the right teams. This creates a smoother experience for customers and keeps internal teams in sync — turning frustrated users into loyal ones.