Click on a feedback item in the list pane to open it in the content pane.
From this view of a feedback item, you can view and edit it in detail.
You can change the status of the item using the pull-down menu at the upper left. If your helpdesk has a lot of different statuses, you can type in the search box at the top to filter them.
You can also click on the Type box to change the item’s type (if your helpdesk uses types).
The Properties section enables you to apply a range of actions to the feedback item.
Next to the item’s Votes, you can vote for it yourself by clicking the +1 button. If you change your mind, you can withdraw your vote by clicking +1 again.
Click Edit Properties to change the item’s category.
You can also Delete, Mark as Spam and Merge the item.
Merging feedback items works like merging tickets
Click Copy permalink to see a permanent web address for this item that will not change even if you edit the URL slug.
Click View in user interface to see the item on the web portal, as users would see it. Note that this shows you how the item will look on the web portal even if it is not currently being displayed to users because it is awaiting validation. In that case, you will see a reminder.
The item’s URL slug is the text that appears at the end of the web address for the item on the web portal. By default, this is based on the user-submitted title of the item.
For example, if the feedback item’s title is “Leaky Valve”:
Putting more descriptive text in the address address can help users find your content through web search.
Click Edit Slug to change the URL text to something more descriptive.
Click Okay to save your change.
Any links to the old address will be redirected to the new address, so don’t worry that editing the slug will break any links, or stop users’ bookmarks working.
The Description tab at the bottom of a feedback item shows you the description submitted by the user.
Click the Edit button on the right to edit the description. This might be necessary to fix a formatting problem, or to remove sensitive information like passwords.
The Comments tab shows the comments on a feedback item.
You can use the comment box here to add your own comment, which will be displayed to users on the portal.
Click the gear icon to the upper right of an existing comment for options to:
Comments awaiting agent approval will have a Validate link at the top right. Click it for options to Validate or Delete the comment.
Click the Revisions tab to see a list of previous versions of the feedback item.
To see a comparison of exactly what changed between two versions:
Select the two versions to compare with the checkboxes on the right.
Click Compare Selected.
The Comparing Revisions pop-up window opens, showing the differences.