Configuring Incident Feedback Options

The Incident Feedback feature enables you to create one or more questions, each with two response choice image links, for inclusion in an incident notification (based on a configured rule). Example If the custom notification contains the Incident Feedback field but the Feedback option isn't enabled on the rule, the field will be ignored. If the Incident Feedback field does not exist for a custom notification but the Feedback option is enabled on a rule, the feedback will be appended to the body of the message.

When a customer receives the email and selects one of the responses, the feedback question and response will be included in the Feedback field on the incident. Configured Feedback Submitted text will appear to the user on a page on the mySupport portal; if more than one mySupport portal is configured, the default mySupport portal URL will be used.

After creating a question, enable the text to be included in a notification via the Include Feedback field in the Rule screen. Note that this feature is intended for HTML-type mail delivery. Feedback audit history is included in the Configuration Audit Tracking screen.

Use the Incident Management | Feedback tab in the Feature Basics screen to enable the Incident Feedback feature; use the Create button to create a feedback question.

Feedback Question Screen Example

Enable Incident Feedback for Customers	Select Yes to enable the Incident Feedback feature. Use the Create button to create a feedback question.
Name	Enter the name to assign to the question.
Question	Enter the question text to be included in an incident notification (configured via the Rule screen).
Choice One/Image	Enter the text for the first response choice and select the image to appear after the question text in the notification.
Choice Two/Image	Enter the text for the second response choice and select the image to appear after the first feedback choice image in the notification. Note that the images will only be used in the outbound notification. The feedback choice text will appear as hover text for the image in the notification and if selected will be used as the response in the Feedback field on the incident.
Feedback Submitted Message	Enter the text to appear on a mySupport portal page when the user clicks on a feedback choice image on an incident notification.