Help! Feedback

[katy_palmer]

We're just about to start using feedback and have this set up on a test service, but I am not sure if I have stumbled across a bug or if this is by design so asking for a little guidance please. 

We are using the link to the feedback in an email template which is sent upon resolution of a support request, so the customer can select the link and directs them to the employee portal to provide feedback. 

 

The customer is presented with the questions and at the bottom of the questions they are presented with the following options:

No thanks

Submit 

Not now

 

Now, whilst the submit option is obvious I'd like to know what the purpose is for 'Not now' - the customer can select the link again but the feedback questions are not presented. Will the customer ever get the opportunity to provide feedback again or is this button designed to do something else?

 

Also as the option for 'No thanks' is also very obvious is this something that can be measured?

 

Any thoughts or help appreciated  

 

[Peter Clough]

There should be a button on the customer view of the request that says 'submit feedback', I don't have anything available myself right now to provide a screenshot, believe it's at the bottom of the box that has the dates/times on the right.

I'm fairly sure all the feedback options are available for use in workflows and reporting too, the workflow has a suspend waiting for customer feedback with some relevant outputs.

[katy_palmer]

Thanks @Peter Clough this is very helpful. 

I have carried out some testing and it looks as if you do select the 'Not now' it has a timer on it, possibly customisable (but that's not needed), I think this is currently set to 2 hours.