Marker.io is the best way to collect client feedback straight into your favorite issue tracker like Trello, Jira, Asana (and more!). However, most clients who send you feedback from do not have access to your internal tools.
To address this problem, Marker.io has 3 key features:
Guest portal: Give Guests an overview of all feedback they have reported, without giving them access to your internal project management tool. Learn more.
Guest commenting: Collect comments and respond to Guest messages inside Marker.io. All comments will be logged back into your issues inside your project management tool. Learn more.
Status auto-update: Change issue statuses inside your tools and automatically notify Guests that their issues have been resolved, without leaving your tools.
In this article, we will be exploring the latter: Status synchronisation and auto-update
Let's see how it works 👇
1. Real-time sync with your integrations.
Marker.io syncs statuses from your project management tool in real time for any issues created via Marker.io in destinations like Jira, Trello, Asana.
For example, If you move a Trello card into a new list, Marker.io will pull the "up-to-date" list.
You can even filter issues in Marker.io, based on the statuses in your project management tool.
2. Resolve Guest issues, automatically.
All issues reported by Guests have custom issue status provided by Marker.io: Open, Archived & Resolved.
With the Status auto-update feature, you can create rules to automatically to mark an issue as resolved. Under your destination setting, go to [YOUR DESTINATION] > Settings > Status auto-update.
👀 Depending on your integration type, you might see something slightly different. More on that in the FAQ section below.
Now, when someone on your team changes the status inside your destination (Trello, Jira, Asana,...), your Guest's issue will automatically be updated to Resolved.
3. Notify your Guests, automatically.
Shortly after updating your issue to the corresponding "Resolved" status, your Guests will receive a confirmation email. They are now up to date and know their issue has been taken care of.
Guests with access to the Guest portal will also be able to view all statuses at a glance in real time.
4. Keep track of Guest status changes, inside your tools.
Our goal is to have your developers and other team members leave your project management tool as little as possible. When you update an issue inside your tool like Trello, Jira, Github,... the Marker.io bot will add a confirmation message inside your commenting sections.
Frequently asked questions
How do I mark an issue as archived?
Simply archive or delete your issue inside your project management tool. Any issues reported by Guests will then be marked as Archived.
Can I re-open issues?
Yes. Just move issues inside your project management tool to a status that is NOT associated with the "Resolved" status in Marker.io. This will re-open the issue in Marker.io and our bot will add a new comment to your project management tool to let you know.
Can Marker.io change statuses of issues inside my project management tool?
No. We use "read-only" permissions on your statuses. The Status auto-update feature only works 1-way: status changes in your integrations will be reflected in Marker.io, not the other way around.
Can I update statuses manually in Marker.io?
You cannot change statuses for individual issues with the status auto-update feature enabled. If you want to update statuses manually in Marker.io, you will need to disable the status auto-update feature for each specific destinations.
How do I enable/disable the status auto update feature?
All destinations created after April 2021 will have this setting enabled by default. You can disable it on a destination level by going into specific destinations, then settings > status auto-update.
Which integrations support this feature?
Depending on your integration, here are the ways that issues will be marked as "Resolved"
Trello: Move a card to the specified list. By default, the last list in your Trello board is selected for the Resolved status.
Jira: Change to specified status in workflow (Custom statuses supported). By default, any done statuses will be associated with the Resolved status
Asana: Complete a task.
Teamwork: Complete a task
Wrike: Complete a task
ClickUp: Close a task
GitHub: Close an issue
Gitlab: Close an issue
Clubhouse: Change to specified status in workflow. This integration requires manual setup. Read the guide on how to setup issue auto update with clubhouse.
Integrations that do not currently support status sync & auto update are: Slack, Webhooks, Email, Bitbucket and Monday.com.