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, directly integrated with Jira and GitLab, 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.
- No direct connection between feedback collection and project management workflows.
Solution with Encatch + Direct Project Management Integration
By making Encatch the destination of truth for customer feedback with native integrations to Jira and GitLab, 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: Direct Integration Triggers
Encatch automatically detects the feedback type and directly creates the appropriate ticket in your connected project management tool.
No workflow automation setup required - the integration works out of the box.
Step 3: Seamless Project Management Integration
Direct Jira Integration
- Feedback automatically creates a Jira issue with full context.
- Full context is attached: feedback text, user metadata, browser info, and session URL.
- Bidirectional sync keeps Jira tickets updated with feedback changes.
Direct GitLab Integration
- Bug reports instantly become issues in your GitLab repository.
- Automatic labeling based on feedback categories.
- Direct linking between feedback and code changes.
Support for Other Tools via Webhooks
Example Direct Integration Workflow
Trigger: New feedback submitted in Encatch
Automatic Actions:
- Directly create a Jira issue with full context (no Zapier/n8n needed).
- Directly create a GitLab issue if it's a technical bug.
- Send webhook to other project management tools (GitHub, Linear, Asana, etc.).
- Update Zendesk ticket (if exists).
- Post a Slack message to #customer-feedback.
Supported Project Management Tools
Encatch provides native, direct integrations with:
- Jira (Cloud & Server) - Direct integration
- GitLab (Issues & Merge Requests) - Direct integration
Webhook support for other project management tools.
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.
- Zero setup time: Direct integrations work immediately without complex workflow configuration.
- Real-time sync: Changes in project management tools are reflected back in Encatch.
Conclusion
With Encatch's direct integrations with Jira and GitLab, plus webhook support for other tools, feedback doesn't just get collected. It gets automatically converted into actionable tickets in your preferred project management tools. This creates a smoother experience for customers and keeps internal teams in sync — turning frustrated users into loyal ones, with zero manual work required.