Feedback requests can sometimes clog up other important items in your Issues queues. To alleviate this, you can work with your developer to complete the following steps to implementing a ‘Feedback’ button that will serve as an alternative to Help.
To create a one-way feedback feature in your app that collects feedback, sends an auto-response, and skips your Issues queue, please follow these steps:
- Create an Menu Item in your app called ‘Feedback’
- Make sure the action taken loads the New Conversation View – please see our developer documentation for this in iOS and Android
- Have an HS-Tag created (iOS, Android) called ‘feedback’ to insert a tag by the same name when a New Conversation is started from that Menu Item
- Create an Automation that is for iOS/Android, contains the tag ‘feedback’, and Rejects the Issue with an Auto-response
Please note: if the user already has an open Issue, this setup may result in their feedback being submitted via the same conversation as the open Issue. To prevent this from happening, you can use our REST APIs to design your own form within the app. Please reach out to your Account Manager or to email@example.com to learn more about how to set this up.
To learn how to use Customer Satisfaction Surveys (CSAT) for Agent ratings, see What are (CSAT) Customer Satisfaction Surveys, and how do I set them up?