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Service Desk 2.0 > Install and set up the Service Desk 2.0 solution / Set up feedback form

Set up feedback form

When the request is completed, the customer who submitted the request via the Live Chats workspace will receive a notification about the completion of the request. The notification will also contain a link to the service feedback form. The feedback received is stored in the Feedback directory.

Please note, that the system administrator has to set up the feedback form before it can be used.

You can place the feedback form on an external portal or a third-party website, for example, if you don’t use the portal.

Creating a feedback form is a two-step process:

  1. Generate an index.html file containing the code for the feedback form.
  2. Place the code on the website or external portal.

Let’s take a closer look at each step.

Generate index.html file

  1. Go to the Administration > Tokens workspace.
  2. Click the +Token button. Specify the user and token name and click Create.
  3. Copy the created token.
  4. Go to the ServiceDesk > Additional Materials workspace.
  5. In the Token field, enter the token copied in step 3 and click Generate.
  6. The page will display the index.html file, which contains the code for the feedback form. Download it to your computer by clicking on the name.

After that, you can use the code from the file to place the feedback form on an external portal or a third-party website.

Place the feedback form on a third-party website

To place the generated feedback form on a third-party website:

  1. Place the code from the previously saved index.html file on your website.
  2. Go to the Service Desk Settings > General and enter the address where the form is located on the website in the Feedback form URL field.
  3. Click Save.

After that, customers will see a link to the form located on your website in the request completion notification. After the form is submitted, customer feedback will be recorded in the Feedback app.

Place the feedback form on the external portal

начало внимание

Adding a feedback page to the portal is available if Service Desk 2.0 was purchased with the portal personalization option enabled and unlocked.

конец внимание

To place a feedback form on an external portal, follow these steps:

  1. Open the Service Desk 2.0 external portal settings page.
  2. In the upper right corner, click +Page.
  3. Enter a page name, such as Feedback Form, and click Create.
  4. In the interface designer that opens, on the Template tab, click the +Widget button and select the Code widget.
  5. In the widget settings window that opens, add the contents of the index.html file and click Save.
  6. Save and publish the changes on the page.
  7. Go to Service Desk Settings > General and in the Feedback form URL field, specify the link to the portal page where the form is located.

 

After that, customers will be able to use the configured form to send feedback on resolved requests.

 

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