Navigate
Deskpro Support
  • Register

  • or
  • Login
    Need a password reminder?
  • English
or
Contact Us
  • Get in touch

    Send us an email

  • Submit Feedback

    Feedback and suggestions submitted by customers like you

  • Start a chat session

  • Knowledgebase Read help articles
  • Guides Product documentation
  • News News & updates
  • Feedback Custom suggestions
  • Downloads Browse our downloads
  • Contact Us We are here to help
Agent Guide
Download PDF

  • The Agent Interface
    • Introduction and Overview
    • Header
    • Filter pane
    • List pane
    • Content pane
    • 1-column view
    • Account preferences
  • Tickets
    • Ticket Properties
    • Ticket status
    • Ticket assignment
    • Departments
    • Ticket fields
    • Ticket history
    • Replying to a ticket
    • Replying to tickets by email
    • Ticket attachments
    • Creating a ticket
    • Ticket actions
    • Follow Ups
    • Filtering and sorting tickets
    • Prioritizing tickets
    • Searching for tickets
    • Realtime updates
    • Mass actions
    • User satisfaction
    • Time log and billing
  • Chat
    • Introduction to chat
    • Accepting Chats
    • Chatting with users
    • Assigning chats
    • Viewing open and past chats
    • Creating a ticket linked to a chat
    • Custom chat fields
  • CRM
    • CRM Introduction
    • Browsing CRM records
    • User records
    • Usergroups
    • Organizations
    • New users
    • User actions
    • Searching CRM records
  • Publish
    • Introduction to Content Publishing
    • Managing portal content
    • Portal content categories
    • Knowledgebase articles
    • Guides
    • News posts
    • Downloads
    • Comments on portal content
    • Glossary
    • Helping users find content
    • Translations for Publish content
  • Feedback
    • Feedback Introduction
    • Feedback types
    • Feedback status
    • Browsing feedback items
    • Working with feedback
  • Tasks
    • Creating a task
    • Linking tasks to tickets
    • Keeping track of tasks
    • Working with tasks
    • Commenting on tasks
  • Productivity
    • Snippets
    • Macros
    • Problems & incidents
  • Agent IM
    • Instant Messaging
    • @mention notifications
  • Appendix
    • Deskpro Terminology

Feedback status

23/03/2017 31/10/2017

Feedback items have a status which tracks what your organization is doing with that item. Users can see the status on the web portal.

Status-Feedback.png

A feedback item starts out with new status. On the web portal, this is displayed as “Gathering Feedback”.

Agents can then change the status to reflect what is happening with each feedback item.

The available statuses are chosen by your admins. You can have as many different statuses as you like, but they are divided into two main kinds:

  • Active statuses - indicate that the feedback has been looked at by an agent, and your enterprise is going to do something further with it - for example, it is going to be studied further, or it is actively being implemented.
  • Closed statuses - indicate that nothing further will be done with the feedback - for example, it has been acted on or rejected.

Examples of possible Active statuses:

  • Under review
  • Planning
  • Started
  • Testing

Examples of possible Closed statuses:

  • Completed
  • Duplicate
  • Declined

Feedback-status.png

Setting an item to a Closed status means it is archived on the web portal: still visible to users, but no further comments or votes will be accepted.

There are also hidden statuses, just as with tickets - items that have been deleted or marked as spamor are waiting for the user to validate their email address. Hidden items are not shown on the web portal.

Comments (0)

Add a comment

To prove you are a human, please tell us the text you see in the CAPTCHA image


Quick Jump
  • Deskpro Support
  • Knowledgebase
  • Guides
  • News
  • Downloads
  • Feedback
  • Contact Us
Top
Helpdesk software provided by Deskpro