Respond to Service Feedback

This article explains how to respond to feedback surveys. Read this article to understand how to view your pending feedback requests and submit your responses.

Service feedback are documents that are used to solicit feedback from customer and users. The feedback is regarding their satisfaction level with identified parameters of a service.

The feedback gives the service providers information about their services. Identifying the trends in satisfaction levels allows the service provider to develop action plans for continuous improvement.

While all analysts can be made part of the Service Feedback process, feedback can be sought on the usefulness of certain applications. Service feedback surveys are sent out to you at fixed intervals, as scheduled by the application administrator. You can submit your feedback from the analyst user interface. You can also use the direct URL link in the feedback schedule notification.

The administrator can disable feedback surveys for individual contacts, user groups, or organizations.

Every feedback survey has a fixed schedule. You cannot respond to a survey after the schedule has expired. In some cases, it is possible that the schedule has been aborted before it is complete. You cannot respond to the survey, although you have received a notification about it.

You can view the feedback requests and can submit your feedback on the Outstanding Items page.

Follow these steps:

Click WORKSPACES> SERVICE DESK> Outstanding Items and scroll down to the Feedback section.
Click the expand icon next to a feedback request.
Provide your response to the survey questions and click Submit.

The feedback request moves out of your queue.

Your administrator can set certain feedback surveys as anonymous. Your administrator can also allow you to submit a response multiple times, as long the schedule is active. In such cases, the survey shows as Pending in your Outstanding Items list even after you have submitted your response. The status of all anonymous feedback surveys is displayed as Pending until their schedule is active. You can view only a Read-only version though the survey status is Pending, if multiple responses are not allowed.

If you have received a notification with the direct URL link, click the URL link. The survey form opens as a webpage. You can fill up the survey form and can submit it online.