Unsure of how to manage your feedback comments? Find out how to manage comments in this article.
For a complete guide to your comments page, try this article first: Your Comments Page
⭐️ We have a helpful How to video HERE or continue reading below.
The comments page is the easiest place to manage all of your feedback comments. Typically, action should be taken on feedback comments that have triggered an alert, find out more about which feedback you should reply to in this article: What feedback should I reply to?
To view and reply to feedback, click on the comment itself to open the ticket.
At the top of the ticket you can find the business, location and sub-measure that the feedback was submitted for. You can also find the date and time that the feedback was submitted and the star rating that the customer gave. You can find an example feedback ticket below.
The details tab (click to expand) shows any data that was collected about the customer. This usually contains the customer's email but can also contain data such as their name, invoice number, transaction value, mobile number etc depending on the method of feedback invitation.
The communications tab shows the communication between you and the customer. This always starts with the feedback comment that the customer has submitted and will be shown in the appropriate NPS colour (green, orange or red).
If any alerts have been triggered by this feedback, there will automatically be a yellow notification box showing who and when the alerts were sent to.
To reply to a customer, follow the steps in this article: How do I reply to customer feedback?
This will move a ticket's alert status to 'Responded'.
Add notes and Close tickets
To add an internal note, click the green 'Add internal note' button.
An internal note is used to keep track of any actions that relate to this feedback ticket such as a phone call with the customer to resolve an issue or a refund transaction that took place. The customer cannot see the internal note, only the users for your business who have access to this feedback can.
The 'Close ticket' button is used when there is nothing further that needs to happen with the feedback. For example, an issue raised by a customer has been fully resolved or a happy customer has been sent a thank you reply. This will move a ticket's alert status to 'Closed/Retained'.
The 'Ok' button exits out of the feedback ticket and takes you back to the comments page.