Improved Customer Feedback

[Guest]

Hi All

Great improvement with the new Customer Feedback.

I just have a couple of questions/Improvements

1. Is there a way the analyst/manager can be notified when a customer provides some feedback, especially if poor so we can respond.
2. Can we re-start the current number of calls awaiting feedback, as the number is high and might put people of starting to use this feature.
3. How does a manager access the feedback data to report on?

Thanks

Adam

[Steven Boardman]

Hi Adam

 

Thanks for the feedback, suggestions.  

As with all of the new features this is the next step on the evolution of this functionality and it will continue to evolve - so all feedback welcome on how it can be more useable

In terms of reporting on the feedback you can create reports using the advanced analytics, and reports and most of what you will need is in the h_itsm_request_feedback table, or the h_itsm_requests table (feedback request status, and  star rating are held here).

Just a quick example from my demo instance of some feedback widgets on a dashboard

 

Hope this helps 

Steve

 

 

[Guest]

Excellent, thanks for the prompt response.