Overview
Collecting user feedback is essential, but raw responses often lack the context needed to understand why users are facing issues or requesting features. With Encatch as the destination for all feedback, you can extend its power by connecting it with workflow automation engines like Zapier or n8n. This integration enables you to enrich feedback with data from observability tools, website analytics, and incident/ticketing systems like PagerDuty—transforming isolated comments into actionable, context-rich insights.
Problem
Feedback alone often doesn't tell the full story.
Product and engineering teams need to know:
- What was happening in the system at the time?
- Which page or feature was being used?
- Did the issue trigger alerts or incidents?
Without these signals, feedback reports become surface-level and lack prioritization cues.
Solution with Encatch + Zapier/n8n
Using workflow automation, you can enrich feedback in real time and create meaningful reports:
1. Feedback Captured in Encatch
A user reports a bug or leaves feedback via Encatch's in-app feedback widget.
The feedback enters Encatch as the destination of truth.
2. Workflow Automation Trigger
Zapier/n8n listens for new feedback events in Encatch.
This acts as the trigger for an enrichment workflow.
3. Context Gathering
The workflow engine collects additional data:
- Observability tools (Datadog, New Relic, Grafana): Capture recent logs, errors, or system health metrics.
- Website analytics (Google Analytics, Segment, Mixpanel): Append session details such as visited pages, time spent, and funnel stage.
- Incident/Ticketing tools (PagerDuty, Jira, ServiceNow): Check if the feedback correlates with open incidents or create a new ticket if severity is high.
4. Enrichment & Storage
The workflow combines user feedback + observability data + analytics + incident/ticketing details.
This enriched dataset is pushed back into Encatch as a unified feedback record.
5. Reporting & Insights
Product managers view context-rich reports in Encatch:
Example: "User X reported a checkout issue → correlated with 502 errors on API gateway → session shows 3 failed attempts → PagerDuty ticket already open."
This enables faster prioritization, better debugging, and more meaningful product decisions.
Example Workflow in n8n
Trigger: New feedback submitted in Encatch
Steps:
- Fetch observability logs from Datadog (last 5 minutes).
- Pull session path from Google Analytics.
- Check PagerDuty for related incidents.
- Combine data into structured report.
- Store enriched report back in Encatch + send Slack alert to product/engineering team.
Benefits
- Deeper Context → No more isolated feedback, everything is tied to real system and user behavior.
- Actionable Reports → Prioritize feedback with supporting technical and behavioral data.
- Automated Workflows → Reduce manual investigation and correlation.
- Seamless Collaboration → Integrate with tools teams already use (PagerDuty, Jira, Datadog, Segment, etc.).
Conclusion
By using Encatch as the destination for feedback and enriching it through Zapier/n8n workflows, teams gain multi-dimensional reports that connect the dots between user voices, system health, and operational response. This empowers product, support, and engineering teams to act with speed, clarity, and confidence.