Feedback
Collect, review, and manage customer feedback to improve your service and product
Overview
The Feedback system allows you to collect, review, and manage feedback from customers. Feedback can come from multiple sources:
- Customer Portal: Customers can submit feedback about their experience
- Knowledge Base: Users can provide feedback on articles and procedures
- Direct Submissions: Feedback submitted through various parts of the application
Use feedback to:
- Understand customer satisfaction
- Identify areas for improvement
- Track feature requests
- Monitor bug reports
- Improve documentation quality
Types of Feedback
Customer Feedback
Customer feedback is submitted through the customer portal and can include:
- General Feedback: Overall experience or general comments
- Portal Experience: Feedback about the customer portal interface
- Support Quality: Comments about the support received
- Feature Request: Suggestions for new features or improvements
- Bug Report: Reports of issues or problems encountered
Knowledge Base Feedback
Knowledge Base feedback is provided on articles and procedures:
- Helpful/Not Helpful: Quick feedback on whether content was useful
- Rating: Star ratings (1-5 stars)
- Suggestion: Suggestions for improving the content
- Issue: Reports of problems with the content
- Comment: Detailed comments about the content
Viewing Feedback
Feedback List
- Navigate to Feedback in the main navigation
- You'll see a table of all feedback submissions with:
- Type: The type of feedback (general, feature request, bug report, etc.)
- Status: Current status (open, acknowledged, resolved, closed)
- Category: The category of feedback (portal, tickets, knowledge base, billing, other)
- Submitted By: Who submitted the feedback
- Date: When it was submitted
- Rating: Star rating (if provided)
Filtering Feedback
Use the filters to narrow down feedback:
- Search: Search by subject, message, or submitter name
- Status: Filter by status (open, acknowledged, resolved, closed)
- Type: Filter by feedback type
- Category: Filter by category
Viewing Feedback Details
- Click on any feedback item in the list
- You'll see:
- Full message: The complete feedback submission
- Attachments: Any files attached (for bug reports)
- Rating: Star rating if provided
- Incident Date/Time: When a bug occurred (for bug reports)
- Linked Context: Customer, contact, and ticket the feedback came from when available — anonymous submissions are clearly labeled
- Submission details: Who submitted it and when
- Status history: Changes to the feedback status
- Responses: Any responses you've added
Managing Feedback
Updating Feedback Status
Feedback can have the following statuses:
- Open: New feedback that hasn't been reviewed yet
- Acknowledged: Feedback has been reviewed and acknowledged
- Resolved: The issue or request has been addressed
- Closed: Feedback is closed (may be duplicate, not actionable, etc.)
To update status:
- Open the feedback detail view
- Use the Status dropdown at the top
- Select the new status
- The status is saved automatically
Responding to Feedback
You can add responses to feedback to:
- Acknowledge the feedback
- Provide updates on progress
- Ask for clarification
- Share resolution details
To add a response:
- Open the feedback detail view
- Scroll to the "Responses" section
- Use the rich text editor to compose your response
- Click "Send Response"
Responses are saved and visible in the feedback detail view.
Linking Feedback to Tickets
For bug reports or actionable feedback:
- Open the feedback detail view
- If a ticket has been created to address the feedback, you can link it
- Use the ticket link to navigate to the related ticket
Knowledge Base Feedback
Knowledge Base articles and procedures have built-in feedback systems that allow users to quickly provide feedback.
Viewing KB Feedback
- Navigate to a Knowledge Base article or procedure
- Scroll to the bottom of the content
- You'll see:
- Quick feedback buttons: "Helpful" and "Not Helpful"
- Star rating: Users can rate the content
- Feedback form: For detailed feedback
- Existing feedback: Previous feedback from other users
Managing KB Feedback
KB feedback is automatically collected and can be viewed:
- On the article/procedure page itself (public view)
- In the Knowledge Base management area (for admins)
- Feedback helps identify:
- Which articles are most helpful
- Which articles need improvement
- Content gaps or issues
Customer Portal Feedback
Customers can submit feedback directly from the portal:
- Customers click the "Feedback" button (usually in the portal header or footer)
- They select a feedback type
- They fill in:
- Subject (optional): Brief subject line
- Message: Detailed feedback
- Rating (optional): Star rating
- Category: Portal, tickets, knowledge base, billing, or other
- Incident Date/Time (for bug reports): When the issue occurred
- Attachments (for bug reports): Screenshots or files
- They submit the feedback
The feedback appears in your Feedback list for review.
Best Practices
-
Review regularly: Check the Feedback list regularly to stay on top of customer input
-
Respond promptly: Acknowledge feedback quickly, especially for bug reports or urgent issues
-
Track status: Keep feedback statuses updated so you know what's been addressed
-
Use categories: Use feedback categories to organize and prioritize
-
Link to tickets: When feedback leads to work, create tickets and link them
-
Monitor trends: Look for patterns in feedback to identify systemic issues
-
Act on feedback: Use feedback to drive improvements in your service and product
-
Thank customers: Respond to positive feedback to show you value customer input
-
Follow up: For resolved feedback, follow up to ensure the customer is satisfied
-
Close duplicates: Mark duplicate or non-actionable feedback as closed to keep the list clean
Permissions
Viewing Feedback
- Anyone with
feedback:readpermission can view the feedback list and details - This includes viewing all feedback submissions
Managing Feedback
- Anyone with
feedback:readpermission can update feedback status and add responses - Feedback management is typically available to admins and managers
Notifications
When a new piece of feedback is submitted, an inbox notification is sent to every user in the tenant whose role grants feedback:read — owners, super-admins, admins, managers, and observers. This keeps the alert audience aligned with the people who can actually open the feedback page. Documentation feedback is excluded; it goes to the platform team only.
Knowledge Base Feedback
- All users can provide feedback on Knowledge Base content
- Feedback is visible to all users on public articles
- Admins can manage and moderate KB feedback
Customer Portal Feedback
- Portal users (customers) can submit feedback through the portal
- Portal feedback requires no special permissions
Common Scenarios
Bug Report Workflow
- Customer submits a bug report through the portal
- Feedback appears in your Feedback list with status "Open"
- Review the bug report and attachments
- Create a ticket to track the bug fix
- Update feedback status to "Acknowledged"
- Add a response linking to the ticket
- When bug is fixed, update status to "Resolved"
- Add a response explaining the fix
- Close the feedback when customer confirms it's resolved
Feature Request Workflow
- Customer submits a feature request
- Review the request and assess feasibility
- If approved, create a project or ticket to track development
- Update status to "Acknowledged" and respond
- As work progresses, update status and add responses
- When feature is released, update to "Resolved"
- Notify the customer about the new feature
Knowledge Base Improvement
- Users provide feedback on an article (e.g., "Not Helpful" with a comment)
- Review the feedback to understand what's missing or unclear
- Update the article based on feedback
- The improved article should receive better feedback
General Feedback Response
- Customer submits general feedback (positive or negative)
- Acknowledge the feedback with a personalized response
- If actionable, create tickets or tasks
- Thank the customer for their input
- Update status appropriately
Troubleshooting
I Can't See the Feedback Page
Problem: The Feedback option doesn't appear in the navigation.
Solution:
- Check that you have
feedback:readpermission - Contact your administrator to grant the necessary permissions
Feedback Status Won't Update
Problem: You can't change a feedback item's status.
Solution:
- Ensure you have
feedback:readpermission (required for status updates) - Try refreshing the page
- Check that the feedback hasn't been deleted
I Can't Submit Feedback in the Portal
Problem: The feedback form isn't working or isn't accessible.
Solution:
- Make sure you're logged into the portal
- Check that JavaScript is enabled in your browser
- Try a different browser
- Contact support if the issue persists
KB Feedback Not Showing
Problem: Feedback on a Knowledge Base article isn't appearing.
Solution:
- Refresh the page
- Check that you're viewing the article (not just a preview)
- Verify that feedback was actually submitted (check for success message)
- Some feedback may be moderated and require admin approval
See also
- Knowledge Base - Learn about managing Knowledge Base content
- Customer Portal - Learn about the customer portal features
- Tickets - Learn about ticket management