Feedback tickets
Introduction to Feedback tickets
This tutorial explains how to configure an inbox that will collect feedback from email tickets and Slack messages.
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:
Forwarded emails and messages are automatically labeled and transformed into tickets, from which you can generate insights, and then achievable opportunities.
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.
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
While in the team settings, go to Feedback → Email tab and click the switch to activate the feature.
Complete the email address as you seem fit, for example: feedback.mycompany.inbox@myinbox.timebook.net
Check the resources below to learn how to set up automatic forwarding:
Slack integration
To learn how to turn Slack messages into feedback tickets, read our Slack integration guide.
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
From the team settings, go to Feedback → Form
Configure the headers and placeholders to your liking. Flip the switch at the bottom to generate the embed code for your website.
When done paste the form address to your browser to preview the changes. This is how the form will look on the user side:
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 and work items when required with the 'Generate' button.
Depending on the nature of the feedback, Timebook will automatically create a telling title for each ticket.
Use the 'Manage view' menu to apply grouping & sorting, and change the display to a list or table.
In the next tutorial, you'll learn how to generate meaningful insights from the feedback collected from your customers.
Last updated