To directly review and edit the feedback ticket received from a customer, follow the below details:
From the modules menu, click Feedback and Enquiries.
Click Manage Feedback - Enquiries.
By the relevant feedback ticket, click the Edit Feedback
icon.
Review your feedback ticket details
Comment ID | Each feedback ticket has its unique ID, this is the feedback ticket ID. |
Status | The current status of the feedback ticket. |
Claimed by | The username of the member who claimed the ticket. |
Claimed on | The date and time of the feedback ticket claiming. |
Location | The location to which the feedback ticket is assigned. |
Category | The category to which the feedback ticket is assigned. |
Subcategory | The subcategory to which the feedback ticket is assigned. |
Score | The score provided by the customer. This usually reflects the feedback score. |
Initial comment | The full comment of the customer on the feedback ticket. |
Customer First Name | The customer's first name. |
Customer Last Name | The customer's last name. |
Comments from the same customer in the last 12 months | The summary of the number of any available comments you've previously had from the same customer in the last 12 months. The status of the comments will be highlighted too. |
First recorded visit | The date and time of the first recorded visit for the customer if available. |
Most recent visit | The date and time of the first recorded most recent visit for the customer if available. |
Date added | The date and time of when the feedback ticket was created. |
Tags | Any available tags assigned to the feedback ticket. |
Contact Tags | Any available tags assigned to the customer who submitted the feedback ticket. |
External Comments | The history of the external comments on the feedback ticket, and you can new external comments too. |
History Summary | The history of the internal comments on the feedback ticket, and you can new internal comments too. |
Edit your feedback ticket details
Feedback tickets actions
Show responses: Shows the current customer responses.
Edit: Allows you to edit the details for the location, category of a feedback ticket or to edit the tags on the feedback ticket.
🤓Tip: You can re-assign the location, category or subcategory of the feedback ticket if you're certain that the provided details were wrong.
View the contact profile: Allows you to view the customer profile, an important tool when looking at the customer’s history. This is an extensive record of the customer’s interactions with the business.
Export details: Allows you to export the main details of the feedback tickets as a PDF file.
Add External Comments
You can reply to the customer directly through the External Comments text box in the centre of the page.
From the text box, add what you want to write to the customer linked to this feedback ticket.
Use the formatting to style your text accordingly:
: Bold, Italic, Underline for text emphasis.
: Undo/ redo for quick corrections.
: Insert or remove hyperlinks.
: Add Feedback Template. You can respond to the feedback ticket using a saved reply.
: Add Voucher.
: Text alignment.
: Add or remove an indent on text.
: Perform a spell check.
: This feature provides AI-powered assistance to help draft or improve comments.
: Allows you to upload and attach files to the comment.This is useful for providing additional information or supporting documents to the customer.
Click Send To Customer, to send the composed comment and any attached files directly to the customer.
If your instance was set to integrate with WhatsApp, you can use the Send WhatsApp Message option.
Add Internal Comments
Below the History Summary section, you can view the previous interactions from your team on the feedback ticket, and you can request support from the team in the text box.
Type your internal comments or details about the enquiry.
🤓Tip: The same text formatting tools are available for the internal comments too, except for the AI Assist.
Below the text box, select the dropdown menu labeled Please Select.
Choose one of the following options:
Request Support: To escalate the enquiry to another member of your team.
Closed: To mark the feedback ticket as closed.
Closed and Resolved: To confirm the feedback ticket is fully resolved and close it.
Sent to SLP: Available only if your instance licenses the Sales Lead Portal (SLP) module.
You can click Attach File to upload any supporting documents or images.
Click Submit to finalise your action.
📌Note: Your comments and selected status will be recorded, and the full history of previous comments will remain visible above the text box.