Helpdesk – ticket feedback configuration

The Ticket Feedback Configuration feature in the Helpdesk module lets admins 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

1. Click “Configure Ticket Feedback” (top-right corner).
   
2. Add global feedback questions (e.g., "Was your issue resolved on time?").
   
3. 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

1. From the category list, locate the category you want.
   
2. Under the Action column, click “Configure Feedback”.
   
   
3. You see the preloaded global questions (if any).
   
4. To customize the category, you can:
   
   • Keep global questions as-is
     
   • Remove some or all global questions
     
   • Add new category-specific questions
     
5. Click “Save” to apply changes.