Forum Organization

Forum Organization

Before reading this, you should get acquainted with our Getting Started Guide here.

There are three key features that will assist you with organizing suggestions: Forums, Categories, and Labels.

Setting up these items will help you optimize the time you spend reviewing your new ideas.

The structure of your feedback should be prioritized to:

  • Provide a frictionless experience for your users
  • Promote sensible organization for your admins to keep on top of relevant ideas
  • Reduce duplicate ideas and management overhead

Forums

Visibility: External facing
Audience: End users and admins


Forums are the primary external facing area to your user base, and should be optimized as such for your end users, so that any person submitting ideas will never be confused about where to enter their feedback on your web portal. Suggestions can only live in one forum

Your user base should always be considered. What makes sense to them?

  • Reference your community - is there a breakdown that your users are already familiar with? If the community is broken down by specific products/feature sets, then it makes sense to align here.

Forums for each product or product module

  • If a product has many large "modules", we would recommend setting up each of these modules as a forum.
  • Example forum names could be: “[Product name] Features” for a general feedback forum, "Product name" for a site with multiple product lines
  • On our web portal at feedback.uservoice.com, we have forums that correspond to different modules of our product: "Product management", "Ticket system", "Knowledge Base", "Developer API and SDKs"

Forums to avoid: bug reports and internal feedback, and user groups

  • Having a separate forums for bugs is not recommended, as users sometimes don’t know what is a bug and what is feedback.
  • Using separate forums for internal feedback (your company providing feedback on the product) is not recommended as it increases the chances of duplicates.
  • Segmenting forums by user groups is not recommended, as this often leads to duplicate feedback

Read more about setting up forums here.

Categories

Visibility: External facing
Audience: End users and admins


Forum categories not only help you organize your ideas for reporting on later, they also allow your users to know what kind of suggestions you’re looking for. Categories are public facing so they should be broader groups that are obvious to your end users. Suggestions can only live in one forum and one category.

Your users will be selecting the category themselves, so when creating categories, think as your users would think. 

For usability, we recommend no more than 12 categories per forum.

  • Too many categories can increase the effort for users to provide suggestions. If you are concerned about helping your admins keep things organized, labels are the best option and we’ll cover that next.

Optimize your categories to be familiar to users leaving suggestions

  • Categories can be features of a product or product areas that are familiar to your users. 
  • Common examples are specific feature sets such as: Reporting, Search, Mobile Optimization, Reporting, Analytics, Search, iOS, Android, etc.

Read more about setting up categories here.

Labels

Visibility: Admins only, internal facing
Audience: Admins


Labels are applied to ideas, and allow you to internally categorize ideas in the admin console.

Since they are not visible to the end users on your forum, they allow you to organize more specifically for internal practices. With labels, you can quickly filter through to understand common themes.

Examples of commonly used labels are:

Product Areas, Release Timelines (Q1,Q2,etc.), Effort Required, Severity, Feature Names, Feature, Bug, Usability, Strategic Value, Seasonality, Product Owner

Read more about setting up labels here.

Saved Views

Visibility: Admins only, internal facing
Audience: Admins


You can create saved views for quick looks into and notifications of relevant feedback with forum organization.Forum organization will help you quickly access feedback and receive notifications on relevant feedback through the use of saved views.

Admins should have at least one saved view created that relates to the suggestions they most often work with. Saved views can be created with any of our filtering options - forums, categories, labels, statuses and keyword searches.

  • Saved views will allow you to quickly pull up the information you need to look for, and allow you to receive a daily notification of activity that meets the filters of the view you set up.

Examples:

  • Lisa, a Product Manager, will want to save a view for suggestions in the "Integrations" forum
  • A Product Specialist responsible for responding to ideas will want to save a view for suggestions that have no status or no response.
  • A VP of Product will want to have a saved view for suggestions with completed statuses and labels for impact on company initiatives.

Read more about setting up saved views here.





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