The Ticket Feedback Configuration feature in the Helpdesk module allows Admin users to collect structured employee feedback once a support ticket is closed. This helps evaluate the quality of service provided and identify areas for improvement across different support categories.
You can configure:
- Global Feedback Questions – Common questions shown across all ticket types
- Category-Specific Feedback – Tailored questions for specific ticket categories
Who Should Use This
- Admins configuring the Helpdesk module
- Support team leads tracking feedback by ticket category
- HR/IT/Operations teams managing service quality
When to Use This
- While setting up Helpdesk ticket categories
- To customize employee feedback for different ticket types
- When auditing or improving support quality based on feedback
How to Configure Ticket Feedback
Configure Global Feedback (Applies Across All Categories)
Path: Control Panel → Helpdesk → Index → Manage Category
- Click “Configure Ticket Feedback” (top-right corner)
- Add global feedback questions (e.g., "Was your issue resolved on time?")
- Click “Save”
Note:
Global questions must be saved inside each category for them to apply. They are not automatically applied across all categories.
Configure Category-Specific Feedback
Path: Control Panel → Helpdesk → Index → Manage Category
- From the category list, locate the desired category
- Under the Action column, click “Configure Feedback”
- You’ll see the pre-loaded global questions (if any)
- For category-specific customization, you can:
- Keep global questions as-is
- Remove some or all global questions
- Add new category-specific questions
- Keep global questions as-is
- Click “Save” to apply changes.