Feedback Features

Information on how client users can provide feedback to you on specific work items, via feeback links available in the footer of emails sent from Enate.

Customers can provide feedback via Email links

If the ‘Allow Feedback’ setting is ticked in the Ticket's Builder settings (see here for more information on how to do this), outgoing emails will contain a footer-based link for recipients to give feedback scores.

They can do this at any point in the processing of the Ticket. When a client user clicks on any of these links, a browser window will be opened for them showing the Enate Feedback form. It offers the same feedback icons as shown in their email, but allows a user to change their selection should they wish, and also to add an additional comment before submitting.

All feedback and comments are subsequently stored in Work Manager against this Ticket, for Agents to view.

Further to this, feedback data is stored in the Data Warehouse, allowing longer-term analysis of feedback data (i.e. you can build reports to analyse this data across multiple different criteria).

Displaying client Feedback details on Tickets for Agents to View

When dealing with a Ticket, if a client user has provided feedback (via the feedback footer links in one of the emails they have received from Enate) Agents are able to see the customer’s current feedback rating via the 'smiley face' icon link in the ribbon bar of the Ticket:

Clicking on this will open a feedback popup displaying the client user's feedback rating/s (via emoticon), along with any associated comments. The overall average rating, between 1 and 5 - calculated when feedback is given multiple times on a single Ticket - is also show at the top of the popup. Latest feedback is shown at the top of the screen.

Further to this, this feedback data is also stored in the Data Warehouse, allowing longer-term analysis of feedback data (i.e. you can build reports to analyse this data across multiple different criteria).