Set up Case Feedback System

1. From your home page, go to Settings > View all > Cases > Preferences and select Feedback tab.
   
2. Enable Agent feedback option to allow case requestors to provide feedback on the agent who resolved the query.
   
3. Enter the feedback message which will be displayed to the requestors.
   
4. Select rating scale points as either 3 or 5, bases on the selection requestors will see 3 point or 5 point feedback options.
   This is a one time setting, which is displayed during the initial setup.
   
   
   
   
5. Customize the feedback reaction followup messages and thank you messages as per your preference.
   
6. To reopen the cases automatically based on ratings, enable Reopen the cases for bad and poor ratings.
   The case will be reopened and notification will be sent to applicable agents. This helps you quickly act on the employee's feedback and work on creating a better experience.
7. Select the categories for which the feedback is mandatory upon closing the case request.
   
   

Submit a feedback - Case Requestor

1.  Open you email inbox and check for case feedback notification email.
   
2. Click on the link provided on the email
3. Provide your rating about the case resolution experience, add comments if required and click Submit.
   The feedback will be added to the Feedback Report.
   
   
   

Alternatively, an employee can give feedback by going to Cases > My Requests and clicking on the specific case and submit their feedback.

To view the feedback reports, refer to Cases Reports.