I. When users create feedback

1. A user creates a feedback by clicking    in an article or news item, or by clicking on The Feedback button in the top right corner of Responza.
   1. The following window appears wherein the user must fill in their name, email address and their feedback.
   2. Filling in a phone number is not mandatory.
   3. If Single-Sign-On is active, the user's name and email address will be automatically filled in.

2. When the user has clicked on Send, they will receive a confirmation email. Administrators can edit this email in the administration module under Templates.

II. How to use the feedback module

The feedback module will be your primary tool for handling feedback. It can be found in the administration module under Feedbacks.

Overview page in the feedback module

1. When you open the feedback module, you get an overview of all feedback message that has the status, Open, as well as the option to see the "closed" (typically answered or handled) feedbacks in the solution.
   1. The overview shows
      1. The area that the article is associated with,
      2. What the article is called,
      3. Which user submitted the feedback,
      4. Whether it is assigned to an editor,
      5. Whether it has been updated by an editor,
      6. Which status the feedback has (Open / Closed),
      7. When the feedback was submitted or last updated.

How to handle feedback

When you want to handle specific feedback, you

1. Click on Open by the relevant feedback in the feedback overview.
   1. Now you can read the user's feedback and if necessary create an article, modify an article, a news item or react however appropriate.

2. When you want to close the feedback, click the 'Close feedback'-button on the right-hand side of the screen.
3. Subsequently, you have the option of either sending a personal message to the user or closing the feedback without sending a message. When choosing the option without a personal message, the system will send a standard receipt. 
   1. When you have written your message (or not) and want to close the feedback, click on Do you want to close feedback?
   2. If you do not want to close the feedback, click Cancel and Back.

How to assign responsibility for feedback to another editor

1. When you are in the feedback overview, find the feedback you want to assign and click Open.

2. Once you have opened the feedback, you can choose to write a message that is located internally on the feedback, which can only be seen by editors.
3. When you want to assign the feedback, click in the field, Select, next to Assign. Here, you choose the responsible editor.
4. Click on Save and Send.
5. Click on Back to leave the feedback.
    

How to create new feedback areas and links the relevant articles to the areas

• As an administrator, you can add new feedback areas, which you can associate articles to.
  • This means that in a single knowledge base there can be several areas, and feedback for each area is distributed to the correct editor/mailbox. 
• All editors can then associate articles with the feedback areas available in the knowledge base.

Add new feedback area

1. Open the administration module.
2. Click on Knowledge base and now on Knowledge base overview.
3. Find the knowledge base you want to work with and click on Edit.
4. Click on the tab called Feedback

5. Add the name of the area and the emailadress that should receive notifications when there is new feedback and click on the tick

Associate articles to a feedback area

1. Open the administration module.
2. Click on Article overview.
3. Find the article you want to associate with a feedback area and click Edit.
4. When you are in the General tab, select your feedback area at the bottom under Feedback Areas.
5. Now, click on Save or Save and close, and the article will be associated with the new feedback area.