80 lines
2.6 KiB
Markdown
80 lines
2.6 KiB
Markdown
---
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title: "Unfuddle User Feedback"
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date: 2009-06-02T00:00:00+00:00
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draft: false
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canonical_url: https://www.viget.com/articles/unfuddle-user-feedback/
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---
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Recently, we wanted a better system for managing feedback from
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[SpeakerRate](http://speakerrate.com/) users. While we do receive some
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general site suggestions, most of the feedback we get involves discrete
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corrections to data (a speaker who has been entered into the system
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twice, for example). We started to create a simple admin interface for
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managing these requests, when we realized that the ticket tracking
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system we use internally, [Unfuddle](http://unfuddle.com/), already has
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all the features we need.
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Fortunately, Unfuddle has a full-featured
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[API](http://unfuddle.com/docs/api), so programmatically creating tickets
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is simply a matter of adding
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[HTTParty](http://railstips.org/2008/7/29/it-s-an-httparty-and-everyone-is-invited)
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to our `Feedback` model:
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```ruby
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class Feedback < ActiveRecord::Base
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include HTTParty
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base_uri "viget.unfuddle.com/projects/#{UNFUDDLE[:project]}"
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validates_presence_of :description
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after_create :post_to_unfuddle,
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:if => proc { Rails.env == "production" }
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def post_to_unfuddle
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self.class.post(
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"/tickets.xml",
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:basic_auth => UNFUDDLE[:auth],
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:query => { :ticket => ticket }
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)
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end
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private
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def ticket
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returning(Hash.new) do |ticket|
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ticket[:summary] = topic
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ticket[:description] = "#{name} (#{email}) - #{created_at}:\n\n#{description}"
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ticket[:milestone_id] = UNFUDDLE[:milestone]
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ticket[:priority] = 3
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end
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end
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end
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```
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We store our Unfuddle configuration in `config/initializers/unfuddle.rb`:
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```ruby
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UNFUDDLE = {
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:project => 12345,
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:milestone => 12345, # the 'feedback' milestone
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:auth => {
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:username => "username",
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:password => "password"
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}
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}
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```
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Put your user feedback into Unfuddle, and you get all of its features:
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email notification, bulk ticket updates, commenting, file attachments,
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etc. This technique isn't meant to replace customer-service oriented
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software like [Get Satisfaction](http://getsatisfaction.com/) (we're
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using both on SpeakerRate), and if you're not already using a ticketing
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system to manage your project, this is probably overkill; something like
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[Lighthouse](http://lighthouseapp.com/) or [GitHub
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Issues](https://github.com/blog/411-github-issue-tracker) would better
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suit your needs, and both have APIs if you want to set up a similar
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system. But for us here at Viget, who manage all aspects of our projects
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through a ticketing system, seeing actionable user feedback in the same
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place as the rest of our tasks has been extremely convenient.
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