1.2.8. Asking for Feedback

Feedbacks are valuable information that helps in taking important decisions. Top performing companies are top performers because they consistently seek ways to make themselves better. A Technician can ask a Requestor for feedback about his/her experience with a Request. Such a feedback loop ensures continuous improvement in the way services are delivered to the end user.

In taking feedback, an email can be sent (by a Technician) with a link to the feedback form and the sane link is also embedded in the notification emails sent when a Request is resolved and closed.

1.2.8.1. To Activate Feedback

  • Go to Admin >> Request Feedback Settings (under Request Management).

figure 64

  • You can automatically send a feedback link to a Requestor in the following ways:

    1. Resolving a Request: If you toggle the Resolved button on, a feedback link is sent with the email notification on Resolving a Request.

    2. Closing a Request: If you toggle the Closed button on, a feedback link is sent with the email notification on Closing a Request.

  • If you turn Send feedback manually button on, then you can send a feedback link to a Requester from the Details View of a Request.

    figure 65.1
    figure 65.2

Things To Remember

  • You cannot change the email message sent manually from the Details View.

  • You can modify the contains of the email notification send when a Request is Resolved and Closed (Learn More).

When a Requestor clicks on the feedback link he/she gets the following form:

figure 66

You can view the feedback of a Requestor in the Details View of a Request, and the values captured via custom fields are separately shown under the Feedback tab.

figure 67

Actual feedback from the requester.

Things to Remember:

  • Requestor can submit multiple feedbacks.

  • The star rating is based on the last submitted feedback.

1.2.8.2. Feedback Custom Fields

A user can add additional fields on the feedback form (refer rmf-66). Custom fields help users to capture additional information.

To add Custom Fields:

  • Go to Admin (A Navigation Tab) >> Feedback Custom Field (under Request Management).

  • In the Custom Field page, create a form using drag and drop from pre-defined field types.

figure 67.1

Note

Learn how to work with Custom Fields.