The Feedback and Enquiries module gives you a centralised place to receive, manage, and resolve customer feedback and enquiries. Every submission; whether from a web form, a post-visit survey, or another configured source, arrives as a ticket in the module, where it can be assigned, categorised, tracked through to resolution, and reported on.
What you can do
Receive customer feedback and enquiries from multiple sources into a single inbox.
View and manage all open, in-progress, and resolved tickets.
Assign tickets to team members for resolution.
Categorise feedback by type (for example, complaint, compliment, or general enquiry).
Track the status of each ticket from receipt through to resolution.
Add internal notes to tickets for team collaboration.
Respond to customers directly from within the module.
Filter and search your ticket inbox to find specific feedback.
Export feedback data for analysis or reporting purposes.
View the Feedback and Enquiries dashboard for a summary of trends and volumes.
How feedback arrives
Feedback and enquiries are submitted by customers through sources you configure, typically a survey embedded on your website or sent via a post-visit email campaign.
Each submission creates a new ticket in the module automatically.
Each ticket captures the customer's details, the nature of their feedback, the source it came from, and the date and time of submission. If the customer is already in your Acteol database, their ticket is linked to their profile in the Single Customer View (SCV), giving you full context on their history before you respond.
đ Note: To receive feedback through the module, at least one feedback form or source must be configured. Contact your Acteol account manager to set up or add feedback sources.
Managing tickets
The ticket inbox displays all incoming feedback and enquiries. You can filter the inbox by status, category, date range, site, and assigned team member to focus on what needs attention.
For each ticket you can:
View the full submission including the customer's message and any form field data.
Assign the ticket to yourself or a colleague.
Update the ticket status as it progresses (for example, from open to in progress to resolved).
Add internal notes visible only to your team.
Send a reply directly to the customer.
Link the ticket to the customer's SCV profile for full context.
đ¤ Tip: Use the internal notes feature to log actions taken on a ticket so that any team member picking it up later has full context on what has already been done.
Ticket categories
Tickets can be categorised to help you manage and report on different types of feedback. Common categories include:
Complaint.
Compliment.
General enquiry.
Maintenance or facilities issue.
Food or beverage feedback.
Other.
Categories are configurable to match your business. Contact your Acteol account manager to adjust the available categories for your instance.
The Feedback and Enquiries dashboard
The dashboard gives you a summary view of your feedback and enquiries activity, including:
Total tickets received over a selected date range.
Breakdown of tickets by category and status.
Volume trends over time.
Site-level breakdowns for multi-site operators.
Average resolution time.
Use the dashboard to monitor feedback volumes, identify recurring themes, and track how quickly your team is resolving tickets.
Key things to know
Feedback and Enquiries is an additional Acteol Enterprise module. Contact your account manager to add it to your package.
Feedback sources such as web forms must be configured before tickets can be received.
Tickets from known customers are automatically linked to their profile in the Single Customer View.
Ticket categories are configurable, contact your account manager to adjust them for your business.
Feedback data can be exported from the module for use in external reporting tools.
Resolution time tracking begins when a ticket is received and ends when its status is set to resolved.