# Feedback tickets

## Introduction to Feedback tickets

{% hint style="success" %}
This tutorial explains how to configure an inbox that will collect feedback from email tickets and Slack messages.
{% endhint %}

Support tickets are the most straightforward way of collecting user feedback. Usually, they indicate paint points that should be addressed, but are also used to share improvement ideas or request new features.

The **Feedback** module in Timebook lets you collect information from three sources:

1. [Email](#email-inbox)
2. [Slack](#slack-integration)
3. [Feedback form](#feedback-form)

Forwarded emails and messages are automatically labeled and transformed into **tickets**, from which you can generate [insights](https://help.timebook.ai/hc/get-started/discovery/insights), and then achievable [opportunities](https://help.timebook.ai/hc/get-started/discovery/opportunities).

<div align="left"><figure><img src="https://3284049081-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FvCMXgzPoiE4UXP4jn6B8%2Fuploads%2Fgit-blob-5e688493aef1b340fbdf9419d60c9dbaf68e512c%2Fslack-1.png?alt=media" alt="" width="563"><figcaption><p>Feedback inbox with tickets</p></figcaption></figure></div>

{% hint style="warning" %}
To start collecting customer data, you must first configure the respective app in your team settings ⚙️. You can find them beside your team name on the sidebar navigator.
{% endhint %}

## Email inbox

The email inbox provides an email address to which you can forward messages. The emails are then automatically converted into feedback tickets.

### Configuration

{% stepper %}
{% step %}
While in the team settings, go to **Feedback** → **Email** tab and click the switch to activate the feature.
{% endstep %}

{% step %}
Complete the email address as you seem fit, for example: `feedback.mycompany.inbox@myinbox.timebook.net`

<div align="left"><figure><img src="https://3284049081-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FvCMXgzPoiE4UXP4jn6B8%2Fuploads%2Fgit-blob-de0ffce739aae02fcd888b5034077099ace9531d%2FCleanShot%202025-08-12%20at%2014.14.57%402x.png?alt=media" alt="" width="563"><figcaption><p>Configuring inbox address</p></figcaption></figure></div>
{% endstep %}
{% endstepper %}

{% hint style="success" %}
Check the resources below to learn how to set up automatic forwarding:

* [Gmail](https://support.google.com/mail/answer/10957)
* [Yahoo](https://help.yahoo.com/kb/SLN29133.html)
* [Outlook Mail](https://support.microsoft.com/en-us/office/turn-on-automatic-forwarding-in-outlook-7f2670a1-7fff-4475-8a3c-5822d63b0c8e)
  {% endhint %}

## Slack integration

Slack integration lets you collect user feedback from messages sent to the selected Slack channel.

{% hint style="warning" %}
**What you need to know:**

* Slack integration is available from Pro plan onwards.
* In order to add the integration, you must have admin permissions.
* The email address of the configurator **must be the same** for Slack and Timebook.
  {% endhint %}

### Configuration

{% stepper %}
{% step %}
The first step is installing the Timebook app in your Slack workspace. For this, go to your **workplace settings**:

<div align="left"><figure><img src="https://3284049081-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FvCMXgzPoiE4UXP4jn6B8%2Fuploads%2Fgit-blob-20791b517ba8f800636fdedbd55fb5026df6c3e7%2FCleanShot%202025-08-13%20at%2016.14.57%402x.png?alt=media" alt="" width="563"><figcaption><p>Workplace settings location</p></figcaption></figure></div>
{% endstep %}

{% step %}
Go to 'Integrations' → 'Slack', flip the switch, and paste the URL to your Slack workspace:
{% endstep %}

{% step %}
Slack will list the permissions that our bot requires to operate in your Slack workspace. Click 'Allow' to finish workspace configuration.
{% endstep %}

{% step %}
The next step is enabling integration for your personal Slack user. Go to your **user preferences**:

<div align="left"><figure><img src="https://3284049081-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FvCMXgzPoiE4UXP4jn6B8%2Fuploads%2Fgit-blob-15aa1838fd013a990a48f2a2ee74d02f588c1a28%2FCleanShot%202025-08-13%20at%2016.47.12%402x.png?alt=media" alt="" width="563"><figcaption><p>User preferences location</p></figcaption></figure></div>
{% endstep %}

{% step %}
Go to 'Integrations' and flip the Slack switch to enable it for your profile:

<div align="left"><figure><img src="https://3284049081-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FvCMXgzPoiE4UXP4jn6B8%2Fuploads%2Fgit-blob-3769f08837daeca1a15c2c910d22e5b1d21eb8e7%2FCleanShot%202025-08-13%20at%2016.53.46%402x.png?alt=media" alt="" width="563"><figcaption><p>Integrations configuration in user settings</p></figcaption></figure></div>
{% endstep %}

{% step %}
Click 'Allow' to finish the personal configuration.
{% endstep %}
{% endstepper %}

### **Adding bot to your Slack channel**

{% hint style="info" %}
**What you need to know**

* Slack channels are assigned to teams in Timebook.
* One team can be integrated with one Slack channel.
* Messages sent to the Slack channel are reproduced as tickets in the feedback inbox of the team.
* Messages added to the thread in Slack are reproduced as comments of the ticket in Timebook.
  {% endhint %}

With the integration configured, you can now map the channel that you want to listen to:

{% stepper %}
{% step %}
Go to the **settings** of your team.
{% endstep %}

{% step %}
Go to **Feedback** → **Slack** tab, flip the switch, and select the source channel.

<div align="left"><figure><img src="https://3284049081-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FvCMXgzPoiE4UXP4jn6B8%2Fuploads%2Fgit-blob-3e7c59f6f8a20fa50acdb0ade6eb1d9aa87f64c6%2Fslack-4.png?alt=media" alt="" width="563"><figcaption><p>Slack configuration in team settings</p></figcaption></figure></div>
{% endstep %}
{% endstepper %}

## Feedback form

Timebook also offers a pre-built form that you can either embed in your workplace or post to your customers as an external link. Every form submitted will be recreated as a ticket in Timebook.

### Configuration

{% stepper %}
{% step %}
From the team settings, go to **Feedback** → **Form**
{% endstep %}

{% step %}
Configure the headers and placeholders to your liking. Flip the switch at the bottom to generate the embed code for your website.
{% endstep %}

{% step %}
When done paste the form address to your browser to preview the changes. This is how the form will look on the user side:

<figure><img src="https://3284049081-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FvCMXgzPoiE4UXP4jn6B8%2Fuploads%2Fgit-blob-bb25a33102b8fa452871f2b2d2823f975a01903c%2Ffeedback-9.png?alt=media" alt=""><figcaption><p>Contact form preview screen</p></figcaption></figure>
{% endstep %}
{% endstepper %}

## Working with tickets

Once you have your data channels configured, each email forwarded to your Timebook inbox or sent to the selected Slack channel will create a new Ticket in the **Feedback** module of your team.

The default view provides three sections (list, contents, and properties), allowing you to easily triage the incoming feedback and escalate it to [insights](https://help.timebook.ai/hc/get-started/discovery/insights) and [work items](https://help.timebook.ai/hc/get-started/delivery/work-items) when required with the 'Generate' button.

{% hint style="info" %}
Depending on the nature of the feedback, Timebook will automatically create a telling title for each ticket.
{% endhint %}

{% hint style="success" %}
Use the 'Manage view' menu to apply grouping & sorting, and change the display to a list or table.
{% endhint %}

<figure><img src="https://3284049081-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FvCMXgzPoiE4UXP4jn6B8%2Fuploads%2Fgit-blob-c4f969adb3590d006ebff958515bc2cc48cac623%2FCleanShot%202025-08-28%20at%2022.12.54%402x.png?alt=media" alt=""><figcaption><p>Sections of inbox with insight/work item generation options</p></figcaption></figure>

{% hint style="info" %}
In the [next tutorial](https://help.timebook.ai/hc/get-started/discovery/insights), you'll learn how to generate meaningful insights from the feedback collected from your customers.
{% endhint %}


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