Manage the feedback and enquiries tickets
To find of your current feedback items, follow the below steps:
From the modules menu, click Feedback and Enquiries, then click Manage Feedback - Enquiries.
From the top section, you will find a your SLA indicator for the tickets you have, it highlights all feedback and enquiries items which have exceeded your set Service Level Agreement.
🤓Tip: You can have two types of display of the tickets depending on your preferences. By default it is a gird view but you can switch it to a list view instead. Click the List View icon to switch it.
From the displayed grid, manage the available feedback and enquiries tickets:
From the Actions column, you can:
Delete Feedback: This will permanently delete the feedback from the system. This function will not be available to all users and access will be based on your user group.
Edit Feedback: This opens the ticket and allows you to respond, escalate or close each item. You can also forward the ticket to the Sales Lead Portal (SLP).
Claim Feedback: This assigns the feedback item to yourself. This helps to avoid multiple people responding to the same ticket. If you reply to a ticket that hasn’t been claimed yet, this will also automatically claim and assign the feedback to your account.
ID: The ticket's unique ID.
Ticket and customer details
Customer first name
Customer last name
Region: Customer's region
Location: The location assigned to the feedback and enquiries item.
Type: The type of the item either a feedback or an enquiry.
Category: The category assigned to the ticket.
Subcategory: The subcategory assigned to the ticket.
Submitted on: When was the item submitted on.
Responded on: When was the item responded on.
Closed on: When was the item closed on.
Status: The item's current status:
Added
Awaiting Input
Responded
Escalated
Request Support
Support Submitted
Auto Escalated
Closed
Closed And Resolved
Re-opened
Customer Replied
Sent to SLP
Tag Category: The added tag to the item, depending on your settings.
Tag: the assigned tag, depending on your settings.
Overdue: This highlights to you if the item is overdue, according to your settings.
Score: The score provided from the customer.
Ticket Holder: The user or the team who held the ticket.
Claimed By: The user or the team who claimed the ticket.
Support Requested From: If the ticket's holder requested support from another user, their username will be displayed here.
Support Requested To: The username of the user who has been requested to support on the ticket.
Feedback Date
Source: The source of the ticket. This can be your surveys for example.
🤓Tip: If you want to have a quick summary view of your ticket, click the Expand 
icon in the first column near the Actions.
Filter and export the feedback and enquiries tickets
You can filter and sort your columns according to specific filtering if you wish.
Columns preferences
By the grid or list view, click the Cog
icon.From the column with the purple items, use drag and drop to move the fields you want into the column with the blue items.
If you want to remove some fields from your view, drag and drop the fields in the column with the blue items into the opposite section.
Once all updates are made, click Save.
Your view will now be refreshed and will display your grid with the fields you've confirmed.
🤓Tip: If you don't want to have permanent filtering, you can choose temporary filters.
Specific columns filtering
If you wish to look for specific information in a certain column, follow the below steps:
By the relevant column, click the three-dots
icon.Click the arrow icon by Filter, then from the displayed dropdown, select Contains.
🤓Tip: By default, this dropdown shows as Is equal to, switching this to the Contains option grants more accurate filtering.
Type in what information you are looking for, then click Filter.
📌Note: There are other filtering methods you can use. This includes sorting your column's content in a an ascending or descending order.
Temporary filters
Instead of having permanent filtering to your grid view, you can choose temporary filters.
Columns temporary filtering
By the relevant column, click the three-dots
icon.Click Columns, then from the displayed list select what would you like to remove from your view.
Your view will be instantly refreshed now to contain only the columns you have kept selected in the previous dropdown.
Module temporary filtering
You can use different filters for your grid for the feedback and enquiries tickets using the module filters. To apply this filter, follow the steps below:
From the right side, click the filter
icon.Use the filters as necessary:
Filter the from date: This helps you precise from which date you'd like to display the tickets.
Status: This lists for you all the available statuses so that you can select what you'd like to display. Click Apply Filter after adding your changes.
Filter by Brand: If you're having a multi-brand setup, this will help you choose which brand you want to display the tickets linked to it.
Your view will be instantly refreshed now to accommodate the applied updates.