Basics:Feedback Capture

From Cerberus Helpdesk Wiki

The Cerb feedback tool is one of our more interesting ideas because it's a "standalone" feature. Feedback can be quoted from anywhere and does not have to be linked to a specific ticket, task, time tracking entry, or even a contact in your address book. This means you can easily note anonymous feedback you didn't necessarily receive through e-mail or over the phone; perhaps you found a favorable recommendation on a competitor's forums or constructive criticism on a "product review" page.

• To get started with feedback make sure you have it enabled (it's not by default), click over to 'helpdesk setup', 'Plugins & Features'.

Capturing Feedback

There's two spots in the Helpdesk where there is a literal 'Capture Feedback' button -- one being inside the main 'Feedback' tab under 'activity', the other being inside a ticket. We'll go over each method individually.

• Click 'activity', 'Feedback', then click the 'Capture Feedback' button.

Unlike capturing feedback through a ticket which pre-fills some of the information for you (more on that later), feedback through activity must be manually entered. I have filled in sample data to help make the example more clear, but normally you would start with a blank slate.

Because you can always replace the feedback fields when you "capture", technically you can manually capture feedback from anywhere. Just copy and paste.

• Author E-mail is the individual you want to give credit to. If you don't know the source of the quote, say an anonymous comment on a blog, you can leave this field empty. Feedback is "associated" with an e-mail address but not necessarily attached to it (Links?). What I mean by this is if you click the address from the address book (or any place you see a clickable customer@example.com) it will NOT have a link back to your feedback.
• Quote is the feedback itself. Copy and paste whatever text you want to save directly into this field. Warning any line breaks you would use to denote paragraphs will be lost in the list view (see list view screenshot below).
• Mood is exactly what it sounds like so I won't try to come up with a fancy synonym for it. You can mark whether you feel this quote (opinion) represents you in a good light or a bad light, positively or negatively, or in the form of "praise" or "criticism". Neutral is of course selected by default, for when there really isn't a prevailing mood ("Our company switched to a different product").
• Link is of course a URL to where the quote was grabbed from, could be a forum post, website, blog, or whatever you like. It is optional should you not need it.
• Regarding (multi-picklist) is a feedback custom field were using to categorize our company feedback. This is a non-standard field you would not normally see unless you created it ahead of time, but feedback like many other objects (tickets, tasks, opportunities) also supports custom fields. I created a "multi"-picklist field so we can tag any feedback that doesn't fit neatly into a single category with multiple categories. When our feedback could be considered "Customer Support" or "Reliability", we'll do both.

When you're all done, save, and your entry will be added to your ongoing list of feedback: red bubbles represent negative criticism, greens represent positive opinions, and grey is for neutral feedback. There is also a small (edit) link at the end of the quote [see black mouse pointer] should you need to make changes, including deleting the feedback entirely.

Unfortunately at the moment bulk update only lets you set custom field values.

Ticket Feedback

Outside of the main feedback tab, tickets are the only area to have a dedicated "Capture Feedback" button, where each message (e-mail) will have its own button. One of the unique aspects of ticket feedback is you can highlight any part of the message body and capture it immediately. Try selecting, or highlighting, part of your customer's e-mails, (click 'more'), then 'Capture Feedback'.

Capture Feedback is buried under each individual message's 'more' button.

Notice it pre-filled the three text boxes for you automatically (author e-mail, quote, and link). As we mentioned before all three can be changed to whatever you want prior to saving.

• One final thing, captured feedback (like time tracking) automatically generates a ticket comment.

The comment may appear above or below the original message, depending on your "Read All" settings.

Although it usually requires a page refresh to see it, click "reload" in your browser, or the dedicated button at the top of the ticket.