AndyColeman Posted June 28, 2017 Share Posted June 28, 2017 Hi all. We have recently relaunched our Self Service. A user contacted me yesterday asking how they leave feedback for tickets. As you can see in the screenshots, I used me as an example, I have 18 awaiting feedback, but when I click on one of the 18 tickets there does not appear to be any options to leave feedback. Is this something I need to set up somewhere or is it a potential bug? Also should there be somewhere to leave a star rating? Any help would be appreciated, even if it is just pointing me in the right direction. Thanks, Andy Link to comment Share on other sites More sharing options...
Victor Posted June 28, 2017 Share Posted June 28, 2017 @AndyColeman it is a defect around feedback still being counted/displayed after it has expired. It is fixed in the next Service Manager update. Link to comment Share on other sites More sharing options...
AndyColeman Posted June 28, 2017 Author Share Posted June 28, 2017 Thanks @Victor I will update this evening as I noticed there was an update pending. After updating, how does a user leave feedback? Is there an additional option if the ticket has not expired? Thanks! Link to comment Share on other sites More sharing options...
Guest Mohamed Posted June 28, 2017 Share Posted June 28, 2017 @AndyColeman, As long as the feedback timer for the request hasn't expired (or is unlimited) a user will able to provide feedback against the request Hope that helps Mohamed Link to comment Share on other sites More sharing options...
Victor Posted June 28, 2017 Share Posted June 28, 2017 @AndyColeman I assume you will update to build 993 (which is the latest update available in live instances but this build was deployed for some time...). So, this build does not have this fix. I was referring to the "next" update which is incoming...(basically build 994 or greater) 33 minutes ago, AndyColeman said: After updating, how does a user leave feedback? Is there an additional option if the ticket has not expired? as @Mohamed advised as long as the feedback timer has not expired, the user can use the feedback... If the feedback timer expires then the feedback option for that request is gone. No additional options. Perhaps you want to cater for longer delays by setting a sufficient feedback expiry timer... Link to comment Share on other sites More sharing options...
AndyColeman Posted June 29, 2017 Author Share Posted June 29, 2017 Thanks @Mohamed and @Victor Is there somewhere I can learn more about the feedback options? It would be interesting to see what star rating people have given and currently it seems the only way I can do that is via logging a ticket, typing customers name in and then seeing their previous scores. Also where do I find the feedback timer options? Thanks both for your help. Link to comment Share on other sites More sharing options...
Guest Mohamed Posted June 29, 2017 Share Posted June 29, 2017 Hi @AndyColeman A great resource is referring to our wiki on Customer Feedback: https://wiki.hornbill.com/index.php/Customer_Feedback With regards to amending the feedback timer options you need to go: Service > Request Config > Incident / Service Request > Scroll to the Customer Feedback Accordion All the settings with regards to feedback are here as well as adding / updating / deleting feedback questions. Please do note that there can only be a maximum of 5 questions per service request type Hope you found that helpful Regards Mohamed Link to comment Share on other sites More sharing options...
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