HR Help Desk - Feedback

Feedback setting in HR Help Desk, allows you to set up feedback system to improve your employee query resolution experience. Enabling this setting allows your employees to provide feedback on the agents who resolved their query.

Watch our help video on setting up feedback system:

Set up HR Help Desk Feedback System

To set up HR Help Desk feedback system:

From your home page, go to Settings > HR Help Desk > Preferences and select Feedback tab.
Enable Agent feedback option to allow case requestors to provide feedback on the agent who resolved the query.
Enter the feedback message which will be displayed to the requestors.
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.
Customize the feedback reaction followup messages and thank you messages as per your preference.
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.
Select the categories for which the feedback is mandatory upon closing the case request.

Submit a feedback - Case Requestor

Once the Agent responds to the case request and the case is closed, the case requestor will receive the email notification with a link to provide feedback about the case resolution experience (only if feedback settings are enabled).

To submit a feedback on resolved case:

Open you email inbox and check for case feedback notification email.
Click on the link provided on the email
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 HR Help Desk > My Requests and clicking on the specific case and submit their feedback.

To view the feedback reports, refer to HR Help Desk Reports.