User Feedback Email Schema
Introduction
This document outlines the email schema for user feedback and support requests submitted through Publica.la applications. Our platform provides multiple channels for users to communicate with store owners and the Publica.la support team, ensuring efficient handling of feedback, comments, and error reports.
Email Channels Overview
The Publica.la applications offer three distinct channels for users to provide feedback and report issues:
- Feedback Button
- Contact Support
- Error Reports
Each channel serves a specific purpose and routes communications to the appropriate recipient based on store configurations.
Feedback Button
Description
The Feedback Button is located in the upper right corner of the application interface. This feature allows users to provide general feedback about their experience with the application or content.
Email Routing
- Primary Recipient: Store owner's support email (if configured)
- Additional Recipient: Publica.la Engineering team (feedback@publica.la)
- Fallback Recipient: Publica.la support team (support@publica.la) when no store email is configured
Feedback messages are always copied to the Publica.la Engineering team. If a store support email is configured, it will also receive the message. When no store support email is configured, the message is routed to the Publica.la support team in addition to Engineering.
Contact Support
Description
The Contact Support feature provides users with a structured form to submit specific support requests. This channel is designed for more targeted communication regarding common support issues.
Email Routing
- Primary Recipient: Store owner's support email (if configured)
- Additional Recipient: Publica.la Engineering team (feedback@publica.la)
- Fallback Recipient: Publica.la support team (support@publica.la) when no store email is configured
Similar to the Feedback Button, Contact Support messages are always copied to the Publica.la Engineering team. If a store support email is configured, it will also receive the message. When no store support email is configured, the message is routed to the Publica.la support team in addition to Engineering.
Predefined Subjects
When users contact support, they can select from the following predefined subject categories:
| Subject | Description |
|---|---|
| Missing Issues | Report issues that should be available but cannot be accessed |
| Missing Store | Report problems with accessing the store |
| Cancel Subscription | Request cancellation of an active subscription |
| Offline Not Working | Report issues with offline reading or downloads |
| Delete Account and Data | Request deletion of the user account and associated data |
| Other | Any other inquiries not covered by the predefined categories |
Error Reports
Description
Error Reports are automatically generated when users encounter technical issues within the application. These reports contain technical details to help the development team identify and resolve the problems.
Email Routing
- Recipient: Publica.la Engineering team (feedback@publica.la)
All messages sent to feedback@publica.la are automatically posted to the internal Slack channel #apps-error-messages, providing real-time visibility to the engineering team.
Unlike the other channels, Error Reports are always sent to the Publica.la Engineering team, regardless of store configuration. This ensures that technical issues are addressed by the development team.