You're browsing the documentation for an old version of SupportPal. Consider upgrading to the [latest version](https://docs.supportpal.com/current/Ticket+Feedback). 

# Feedback

Users are able to provide feedback on tickets, which can be used to measure customer satisfaction, provided feedback forms have been set-up. Visiting **Tickets -> Feedback** will show an overall overview of feedback with options to filter down and view individual feedback in more depth.

## Overview

The feedback page has an overall view of feedback posted (and not posted) by users from since you installed the help desk. The metrics shown are:

- **Customer Satisfaction** - The ratio of good feedback against bad feedback.
- **Good Ratings** - The number of positive ratings received on tickets.
- **Bad Ratings** - The number of negative ratings received on tickets.
- **Sent Feedback Forms** - The number of feedback forms sent to users after the tickets have been marked as resolved.
- **Response Rate** - The number of replies to the feedback forms sent.

It's possible to also check the metrics over certain dates, by entering a date for the start and/or end date. The results will update automatically shortly after the date has been entered.

## Viewing and Updating Individual Feedback

Below the overview metrics, there are three tabs that split up the feedback forms sent to users:

1. **Received** - Feedback was received by a user on the given ticket. 
    - It will say if the rating received on the ticket was good or bad.
    - If there are fields on the feedback form and the user answered these, a "View Feedback" button will be available to see these answers.
2. **Unanswered** - A feedback form was sent but was or has not yet been answered by the user. Includes expired feedback forms and those still valid. 
    - It will show the expiry time of the feedback form.
    - If it has not expired yet, there will be an option to expire the feedback form immediately, so the user can no longer provide their feedback on the ticket.
3. **In Queue** - Feedback forms that are going to be sent out soon, typically a record is added to this table when a ticket has been marked as resolved. 
    - It will show the time after which the feedback form will be sent to the user (the exact time depends on the scheduled task running).
    - There will be the option to send the feedback form immediately or remove the feedback form from the queue.

## Searching for Feedback

### Table Sorting

Each feedback form grid in the tabs allows sorting column by clicking the up/down arrows:

- Down arrow: descending order
- Up arrow: ascending order