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Feedback tickets

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.

Forwarded emails and messages are automatically labeled and transformed into tickets, from which you can generate insights, and then achievable opportunities.

Configuring inbox

To start collecting customer data, you first to need to activate the feedback module in your team settings:

Email inbox

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

  1. While in the team settings, go to 'Feedback' → 'Email' tab and click the switch to activate the feature.

  2. Complete the email address as you seem fit, for example: [email protected]

Check the resources below to learn how to set up automatic forwarding:

Slack integration

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

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.

  1. The first step is installing the Timebook app in your Slack workspace. For this, go to your workplace settings:

  1. Go to 'Integrations' → 'Slack', flip the switch, and paste the URL to your Slack workspace:

  1. Slack will list the permissions that our bot requires to operate in your Slack workspace. Click 'Allow' to finish workspace configuration.

  2. The next step is enabling integration for your personal Slack user. Go to your user preferences:

  1. Go to 'Integrations' and flip the Slack switch to enable it for your profile:

  1. Click 'Allow' to finish the personal configuration.

Adding bot to your Slack channel

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.

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

  1. Go to the settings of your team.

  2. Go to 'Feedback' → 'Slack' tab, flip the switch, and select the source channel.

In the next tutorial, you'll learn how to generate meaningful insights from the feedback collected from your customers.

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