You can configure the Feedback Management for a Tenant, Workgroup, Classification or Category. Based on your configuration, the End User is able to provide Feedback, after the Service Request (SR) is Resolved/Closed.
To configure Feedback:
- Click Request > Configuration > Others > Feedback Configuration. The FEEDBACK CONFIGURATION page is displayed.
Figure: FEEDBACK CONFIGURATION page Select the TENANT, fill in the required Information and click SUBMIT to configure the Feedback feature. For more information about the fields on the FEEDBACK CONFIGURATION page, see Field Description.
Field Description
The following table describes the fields on the FEEDBACK CONFIGURATION page:
Field | Description |
|---|---|
Enable Feedback For Tenant | PrerequisitesThe Administrator should add the *HREF_FEEDBACK* key in the SR Resolve Mail e-mail notification template. If the key is added, the feedback link is displayed on the SR Resolve Mail e-mail notification. HTML Snippet <tr><td style="padding: 10px; border-top: dashed 1px #cccccc;"> <div style="color: #999999"> <a href="*HREF_FEEDBACK*" target="_blank"> <strong>Click here</strong></a> to provide your feedback.</div></td> </tr> If this check box is selected, the user can provide the feedback for the resolved service requests by clicking the "Click here to provide your feedback" link on the SR Resolve Mail e-mail notification. If the check box is not selected, the user is navigated to the Service Rquest Details page by clicking the "Click here to provide your feedback" link on the SR Resolve Mail e-mail notification and cannot provide the feedback. Note:
|
FEEDBACK QUESTIONS | This section displays the configured feedback questions for the selected Tenant sorted by Group. The same questions are displayed on the FEEDBACK page. Administrator can configure Feedback Questions in various languages for the End User. The End User can view the Feedback Questions in the same language selected for the application. After configuring the Feedback Questions, Administrator can configure these questions in different languages for End Users. |
FIELDS FOR DISABLING FEEDBACK | If Workgroup, Classification, and Category are configured, feedbacks are not required for the resolved or closed SRs matching the criteria configured under this section. |
Feedback percentage | Specify the % of Service Requests for which the feedback mail should be sent to the End Users. For example, for HR Tenant, the number of resolved or closed Service Requests in a day is 100. The Feedback Percentage is specified as 40%. Feedback e-mails are sent to 40 randomly selected resolved or closed Service Requests. |
Max. No. of Feedback Per User | Specify the maximum number of Feedback required per User per Tenant in a month. |
Maximum Feedback Days | Specify the number of days from the SR Closure Date by which the End User should provide a Feedback. |
Mandatory Feedback for Closed Service Requests | If the check box is selected, it is mandatory for the End Users to provide Feedback on the previously closed Service Requests before logging new SRs. |
Enable Feedback Reminder | Select this check box to enable the Feedback Reminders. If feedback is pending for the SR, notification mail is sent to the User. |
| Customized Feedback Message | Specify the Feedback message to be displayed to the End Users. The Feedback message is displayed to the End Users when no feedback is provided for the last resolved Service Request and when the End User tries to raise a new SR. |
Reminder Frequency in Days | Specify the frequency of Feedback Reminders in days. The Reminder e-mails are sent at an interval of the specified number of days. When an SR is resolved, the user receives the Resolution e-mail. The user receives the first Reminder e-mail after the specified number of days. |
No. of Reminders | Specify the number of Reminders to be sent to the User. The number of Reminders cannot be greater than Maximum Feedback Days. |
CONFIGURATION FOR FEEDBACK MODERATOR | This section displays the fields to configure the Moderator role. |
Moderator | Type in the moderator name and select from the list. |
Workgroup | Select the Workgroup in the drop-down list to configure the selected user as Moderator for the selected Workgroup. |
Customer | Select the Customer in the drop-down list to configure the selected user as Moderator for the selected Customer. |
Location | Select the Customer in the drop-down list to configure the selected user as Moderator for the selected Customer. |
Feedback Resubmission Expiry Period (in Days) | Specify the time for the End User to resubmit Feedback. |
ACTIONS
This section explains all the icons displayed on the ACTIONS panel of the FEEDBACK CONFIGURATION page:
ADD NEW
Click ADD NEW to configure the Feedback Questions. See Configuring Feedback Questions.
CHANGE HISTORY
Click CHANGE HISTORY to view the modifications in the Feedback Configuration.
Figure: CHANGE HISTORY pop-up page