Version: 2.0 | Status: Ready for Review | Date: 2026-01-15
Change Log
| Version | Date | Changes |
|---|
| 1.0 | 2026-01-09 | Initial draft |
| 2.0 | 2026-01-15 | Converted to business-focused format; added success metrics; consolidated requirements |
1. Overview
1.1 Purpose
The User Feedback feature enables rental company users to submit bug reports and feature requests directly from within Toprent.app. All feedback is automatically captured, routed to project management, and tracked through resolution.
1.2 Problem Statement
Rental companies need a streamlined way to report issues and request features without leaving the platform. Currently, feedback is scattered across emails, phone calls, and support tickets, making it difficult to track requests and prioritize improvements.
1.3 Business Value
| Value Area | Measurable Outcome | Timeframe |
|---|
| Product Quality | Reduce average bug resolution time by 40% through systematic capture and routing | Within 6 months |
| Customer Satisfaction | Achieve 85% customer satisfaction score for feedback process | Within 6 months |
| Product Insights | Capture 90%+ of customer feedback through platform (vs. scattered channels) | Within 3 months |
| Support Efficiency | Reduce manual triage time by 60% through automated routing | Within 3 months |
| Customer Retention | Improve issue-related churn by 20% through faster resolution visibility | Within 12 months |
2. Success Metrics
| Metric | Definition | Baseline | Target | Measurement Method | Timeframe |
|---|
| Feedback Capture Rate | % of customer issues submitted through platform | Estimate: 30% | 90% | Compare platform submissions vs. email/phone tickets | 3 months |
| Bug Resolution Time | Average days from submission to resolved status | Current: 14 days | 8 days | Linear issue analytics | 6 months |
| Feature Request Visibility | % of requests with status updates visible to customer | 0% | 100% | Feedback records with synced status | 3 months |
| Support Triage Time | Minutes spent per feedback item on manual routing | Estimate: 10 min | 4 min | Time tracking studies | 3 months |
| Customer Satisfaction (CSAT) | Satisfaction with feedback process | No baseline | 85% | Post-resolution survey | 6 months |
| Feedback Volume | Monthly submissions through platform | 0 | Establish baseline | Platform analytics | 1 month |
| First Response Time | Hours from submission to acknowledgment | N/A | <24 hours | Feedback timestamps | 3 months |
Baseline Period: 30-day pre-implementation measurement where applicable
Sources: Support ticketing system, Linear analytics, customer surveys, time studies
3. User Stories
Rental Company Users (Primary)
| Priority | User Story | Acceptance Criteria |
|---|
| P0 | As a rental company user, I want to report bugs when I encounter issues, so that problems are fixed quickly | Given I encounter an issue When I submit a bug report with description Then I receive confirmation and can track resolution status |
| P0 | As a rental company user, I want to request new features, so that the platform better meets my business needs | Given I have a feature idea When I submit a request Then it is captured and I can see its status |
| P1 | As a rental company user, I want to attach screenshots to my feedback, so that I can show exactly what Iām experiencing | Given Iām submitting feedback When I attach images or files Then they are included with my submission |
| P1 | As a rental company user, I want to track the status of my submissions, so that I know when issues will be addressed | Given Iāve submitted feedback When I view my submissions Then I see current status (Pending/In Progress/Resolved/Rejected) |
| P2 | As a rental company user, I want to receive updates from the support team, so that I can provide additional information if needed | Given support team comments on my feedback When I view my submission Then I see their comments |
Support Team (Secondary)
| Priority | User Story | Acceptance Criteria |
|---|
| P0 | As a support team member, I want feedback automatically created as trackable issues, so that I manage all requests in one place | Given a customer submits feedback When itās created Then an issue appears in our project management system |
| P0 | As a support team member, I want feedback to include company context, so that I can follow up with customers directly | Given feedback is submitted When I view the issue Then I see company name, email, phone, and submitter name |
| P1 | As a support team member, I want bug reports and feature requests clearly labeled, so that I can prioritize critical issues | Given feedback is submitted When I view issues Then they are labeled as Bug or Feature |
| P1 | As a support team member, I want my status updates to sync to customers, so that they see progress without manual communication | Given I change issue status When customer views their feedback Then they see the updated status |
| P2 | As a support team member, I want my comments to appear in the customer platform, so that I can communicate asynchronously | Given I add a comment to an issue When customer views their feedback Then they see my comment |
4. Functional Requirements
| ID | Requirement | Priority | Business Outcome |
|---|
| FR-001 | Users must be able to create feedback with title, description, and type (Bug/Feature) | P0 | Enables systematic capture of all customer issues |
| FR-002 | Feedback must automatically create a trackable issue in project management | P0 | Eliminates manual triage, ensures consistent tracking |
| FR-003 | Created issues must include customer context (company name, email, phone, submitter) | P0 | Enables personalized support and direct follow-up |
| FR-004 | Users must be able to attach files (images, videos, documents) to feedback | P1 | Provides visual context, reduces back-and-forth clarification |
| FR-005 | Feedback status must sync automatically when issue state changes | P0 | Provides real-time visibility to customers without manual updates |
| FR-006 | Support team comments must be visible to the submitting customer | P1 | Enables asynchronous communication, reduces support calls |
| FR-007 | Users must be able to view all their companyās submitted feedback | P1 | Provides transparency and prevents duplicate submissions |
| FR-008 | Feedback must be isolated by company (tenant) | P0 | Ensures data privacy between rental companies |
| FR-009 | Users must be able to update their submitted feedback | P1 | Allows correction and addition of information |
| FR-010 | Support team must be notified when new feedback is submitted | P1 | Ensures timely response to customer issues |
| FR-011 | System must ensure data integrity when external integrations fail | P0 | Prevents orphaned records and inconsistent state |
5. Acceptance Criteria
AC-001: Submit Bug Report
Given I am an authenticated rental company user
When I submit feedback with title āLogin button not workingā, description, and type āBugā
Then my feedback is saved with āPendingā status
And a trackable issue is created in project management
And support team receives notification
And I can view my submission with its current status
AC-002: Attach Files to Feedback
Given I am creating feedback
When I attach 2 screenshots and 1 PDF document
Then all attachments are saved with my feedback
And support team can view the attachments when reviewing my issue
And notification includes attachment count
AC-003: Track Feedback Status
Given I submitted feedback 3 days ago
When support team changes status from āPendingā to āIn Progressā
Then I see āIn Progressā status when viewing my feedback
And status updates automatically without manual notification
AC-004: Receive Support Team Communication
Given support team has questions about my feedback
When they add a comment to the issue
Then I see their comment when viewing my feedback
And can respond with additional information
AC-005: View Company Feedback History
Given my company has submitted 10 feedback items
When I view our feedback submissions
Then I see all 10 items with their current statuses
And I do not see feedback from other companies
AC-006: Data Integrity on Integration Failure
Given I submit feedback
When the project management integration fails
Then my submission is not saved in incomplete state
And I receive clear error message to try again
And error is logged for technical investigation
6. Business Rules
BR-001: Feedback Types
- Two types supported: Bug (issue/problem) and Feature (request/improvement)
- Type determines routing priority and labeling
BR-002: Status Lifecycle
| Status | Meaning | Customer Action |
|---|
| Pending | Submitted, awaiting review | Wait for acknowledgment |
| In Progress | Actively being worked on | Monitor for updates |
| Resolved | Issue fixed or feature delivered | Verify resolution |
| Rejected | Will not be implemented | Review explanation |
BR-003: Attachment Support
- Supported: Images, videos, documents
- Images/videos displayed visually to support team
- Documents provided as downloadable files
BR-004: Data Isolation
- All feedback scoped to submitting company
- Companies cannot view other companiesā feedback
- Support team can view all companiesā feedback
BR-005: Notification Policy
- Support team notified on new feedback submission
- Notification failures do not prevent feedback creation
- Customer receives status updates through platform (not email)
BR-006: Data Integrity
- Feedback submission is atomic (all-or-nothing)
- Failed integrations trigger rollback
- No partial or orphaned records allowed
7. Dependencies
Upstream Dependencies
| System | Dependency | Impact if Unavailable |
|---|
| Authentication | User identity and company context | Cannot submit feedback |
| Project Management Integration | Issue creation and status sync | Manual tracking required |
| Email Service | Support team notifications | Delayed response, not blocking |
| File Storage | Attachment handling | Cannot attach files |
Downstream Dependencies
| System | Dependency | Impact |
|---|
| Support Workflow | Receives feedback issues | Primary feedback processing |
| Customer Portal | Displays feedback status | Customer visibility |
8. Non-Functional Requirements
| Category | Requirement | Target |
|---|
| Performance | Feedback submission response time | <3 seconds |
| Availability | Feedback feature uptime | 99.5% |
| Data Privacy | Tenant data isolation | Zero cross-tenant data leakage |
| Integration Reliability | Project management sync success rate | 99% |
| Error Handling | Clear user feedback on failures | 100% of error scenarios |
9. Glossary
| Term | Definition |
|---|
| Feedback | User-submitted bug report or feature request |
| Bug | Issue or problem with existing functionality |
| Feature | Request for new functionality or improvement |
| Tenant | Rental company using Toprent.app |
| Status Sync | Automatic update of feedback status from project management |
10. Unresolved Questions
- Notification channel? Email only or also in-app notifications for status changes?
- Feedback editing window? Can users edit feedback after support begins review?
- Attachment limits? File size/count limits needed?
- Customer survey timing? When to send CSAT surveyāon resolution or 24h after?
- Duplicate detection? Auto-detect similar submissions from same company?