> For the complete documentation index, see [llms.txt](https://help.timebook.ai/hc/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.timebook.ai/hc/get-started/discovery/feedback.md).

# Feedback tickets

## About

{% 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 pain 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. [Form](#feedback-form)
3. [Slack](#slack-integration)

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

{% hint style="warning" %}
To start collecting customer data, you must first configure the data source in your product settings ⚙️.
{% endhint %}

<div align="left"><figure><img src="https://3284049081-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FvCMXgzPoiE4UXP4jn6B8%2Fuploads%2FpxSyZaAHK6Jnw8PmMNF0%2Ffeedback-1.png?alt=media&amp;token=5c2daac7-5e9e-4dce-a5f9-1b16d84617fb" alt="" width="563"><figcaption><p>Feedback inbox overview</p></figcaption></figure></div>

## Data sources

### Source 1: 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 %}
Go to the **Feedback** tab in your product settings and click **Email** to start configuration.
{% endstep %}

{% step %}
Flip the switch to enable the feature and display the inbox URL.
{% endstep %}

{% step %}
Complete the mailbox name as you see 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%2FKw5Qhp4ewpFCAwM4TPTp%2Ffeedback-email-1.png?alt=media&amp;token=85f6e755-fa1a-4575-911d-903042100ca8" alt="" width="563"><figcaption><p>Configuring inbox email address</p></figcaption></figure></div>
{% endstep %}

{% step %}
The last part is adding the address to the forwarding settings in your email client.

{% 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 %}
  {% endstep %}
  {% endstepper %}

### Source 2: 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 %}
Go to the **Feedback** tab in your product settings and click **Form** to start configuration.
{% endstep %}

{% step %}
Flip the switch to enable the feature and display the form preview.
{% endstep %}

{% step %}
The upper part of the preview lets you configure the visual layout of your form. All headers and placeholders are fully editable:

<div align="left"><figure><img src="https://3284049081-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FvCMXgzPoiE4UXP4jn6B8%2Fuploads%2F4G8ZKzIjCrbpPGsewJnm%2Ffeedback-form-1.png?alt=media&amp;token=99ed7ae2-0d8d-4eae-9285-9354cc085e22" alt="" width="563"><figcaption><p>Feedback form config modal (upper part)</p></figcaption></figure></div>

The lower part of the modal lets you configure some technical settings:

* **Allow file attachments** – users will be able to attach files to the form. The contents of the uploade files will be automatically scanned during AI triaging.
* **Form address** – the URL address under which the form will be available. You can use it to preview the form before sending.
* **Generate embed code** – use it to embed the form on your website

<div align="left"><figure><img src="https://3284049081-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FvCMXgzPoiE4UXP4jn6B8%2Fuploads%2FY0A2DaJN1DU98uAccjYP%2Ffeedback-form-2.png?alt=media&amp;token=12986e8a-f263-4620-bd8f-de2cab14bb7f" alt="" width="563"><figcaption><p>Feedback form config modal (lower part)</p></figcaption></figure></div>
{% endstep %}
{% endstepper %}

### Source 3: Slack messages

Attaching Slack as a data source requires configuring an integration on the workplace level. Read our [Slack integration guide](/hc/integrations/slack.md) for details.

## 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 product.

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

The ticket is then automatically triaged by Timebook's AI, which scans the contents of the message and attached files. The review contains:

* summary
* impact & urgency
* patterns & themes
* recommended follow-up items: [insight](/hc/get-started/discovery/insights.md) or [work item](/hc/get-started/delivery/work-items.md)

<div align="left"><figure><img src="https://3284049081-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FvCMXgzPoiE4UXP4jn6B8%2Fuploads%2FUAIERZDqhpjVKO46G4hQ%2Ffeedback-ticket-overview.png?alt=media&amp;token=a7de4695-1530-4c5c-af0c-be139a1598df" alt="" width="563"><figcaption></figcaption></figure></div>

Clicking a suggested item will open its details. This is where you decide whether you want to promote it to an actual issue and start working on it, or keep it in the backlog as information.

<div align="left"><figure><img src="https://3284049081-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FvCMXgzPoiE4UXP4jn6B8%2Fuploads%2FHxTLcAkyOHHuHQZRtILn%2Ffeedback-ticket-2.png?alt=media&amp;token=f2b8db62-20ff-4e52-964f-1cefc6d7311f" alt="" width="563"><figcaption></figcaption></figure></div>

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