Feedback update

[Peter Clough]

I'd like to make a proposal for an enhancement to the way feedback can work. I realise this may be a niche request, so I'll include our use case.

On the feedback configuration section of the services manager screen, I would like, if possible, for us to have a setting to specify a threshold whereby if the main 5-star rating is below a specifiable value, an email is automatically generated to a mailbox.

At present, at the end of most of our workflows, we have a separate stage that emails the user asking for feedback, waits, and then eventually ends the workflow after the allocated feedback period. It also has a check where it looks at the feedback received, if any, and sends an email if it's below 3 stars.

While we can of course run reports to collect aggregate feedback, we like to reach out to those giving low feedback to see if we can more fully resolve their issues, and the email notification gives us a more real-time ability to do this.

It would be ideal if instead of having to add this manually on every workflow, it could be generated automatically at a service/request-type level, as at present we have an entire stage of a workflow that only runs after a request is closed.

This would need to be configurable per service, to account for separate groups like ICT and HR to have separate low-feedback handling.