VOC Volume Support Request
The Support Request Project (SRQ) and Issue Type are the centralized tracking of customer issues provided from multiple listening posts and feedback channels. These requests quantify the number of tracked calls and communication by other means. These Support Request issues are linked to Bug (Defect) reports. There are two tools provided as part of this plugin that provide visibility of these reports to the product delivery team in both the Bug (Defect) or Story, or on team dashboards as a gadget.
When "VOC Volume" is enabled, there is a linked relationship between a Support Request issue and an issue in scope, the sentiment banner with populated count fields and their labels appear in the side panel. Here is an example...
VOC (Voice of the Customer) tracking are captured in JIRA Support Requests issue types and linked to Bugs (Defects) in product delivery projects. These Support Requests capture support engagement counts per type of customer engagement. The Support Request issues contain the aggregate numbers for instances of customer engagement and sentiment of how much an issue this is for the customer. This VOC Volume guidance is provided to the project team in several forms, including a sidebar banner within a Bug (Defect) report and in the VOC Volume dashboard gadget.
