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End-user feedback in Self Help
  • 17 Sep 2024
  • 5 Minutes To Read
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End-user feedback in Self Help

  • Updated On 17 Sep 2024
  • 5 Minutes To Read
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Article summary

Whatfix Desktop enables your end users to provide any feedback or suggestions they have with the help of an in-app feedback feature of Self Help. This end-user feedback feature is active 24/7 and enables you to gauge the usefulness of the content you create and provide your end users with the utmost value.

Content creators can use this end-user feedback feature to do the following:

  • Enable and customize the end-user feedback form. This encourages end users to provide feedback about your underlying desktop application, as well as the help content you create.
  • Configure email notifications to receive feedback reports via email at a set frequency.
  • Access the detailed end-user feedback report in Self Help Guidance Analytics.
Enable end-user feedback feature

Once the end-user feedback feature is enabled, use the following steps to customize the end-user feedback form:

  1. On the Whatfix Guidance dashboard, click Style.
    ia_left%20nav_style

  1. Click Self Help.
    Desktop_style_selfhelp

  2. Click Feedback.
    2023-04-04_16-00-32.png

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By default, the end-user feedback is disabled on your account.
2023-04-04_16-03-27.png

  1. Enable the Collect feedback toggle to enable the end-user feedback feature.
    2023-04-04_16-04-38.png
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  • Once the end-user feedback is enabled, you can see the preview of the feedback form as shown to the end users on the left.
    2023-04-06_12-04-53.png

Customize end-user feedback form

Once the end-user feedback feature is enabled, use the following steps to customize the end-user feedback form:

  1. On the Whatfix Guidance dashboard, click Style.
    ia_left%20nav_style

  1. Click Self Help.
    Desktop_style_selfhelp

  2. Click Feedback.
    2023-04-04_16-00-32.png

  3. In the Customize section, you can make the following changes:

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All fields marked with red asterisks are mandatory.

  • Header Text
    You can rename the Header Text of the feedback form.
    2023-04-04_16-17-03.png
Note:
  • This field is mandatory.
  • You can use up to 50 characters in the Header Text.
  • Helper Text
    You can modify the Helper Text to help your end users understand the purpose of the feedback form.
    2023-04-06_11-46-48.png
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The Helper Text can have up to 150 characters.

  • Enable or disable Add Dropdown
    When this is enabled, you can provide options to select a category within which you want your end users to submit the feedback.
    2023-04-06_12-10-43.png
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  • If the Add dropdown toggle is enabled, the Label field under this section is a mandatory field. However, you can modify this label. You also have to provide options to the dropdown.
  • You can add upto 5 options. It is mandatory to have atleast one option.
    2023-04-06_12-18-11.png
  • Enable or disable Require email
    You can get your end users' email IDs by enabling this option.
    2023-04-06_12-31-32.png
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If you do not want to mandate your end users to provide email IDs, you can auto-capture end-user details by contacting support@whatfix.com.

  • Enable or disable Allow screenshot attachment
    This enables the end users to give feedback along with a screenshot.
    2023-04-06_13-13-40.png
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This field is enabled by default when end-user feedback is enabled. You can choose to disable this option if you do not want your end users to add screenshots of the underlying application.

  • Enable or disable Feedback icon on closed state
    You can choose not to show the feedback icon in the closed state by disabling the toggle. However, it is visible in the open state.
    2023-04-06_15-07-15.png
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This field is enabled by default when end-user feedback is enabled.

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  • You can also change the labels on the end-user feedback form by using Custom Labels. For more information on Custom Labels, see Rename Custom Labels in Whatfix.
    2023-04-06_15-18-23.png

  • The changed labels reflect on the end-user feedback form.
    2023-04-06_15-20-04.png

  1. Once you have customized all the required fields, you can customize Email notifications or click Save.
    2023-04-06_15-23-00.png
Note

You get an error message when saving Feedback configurations if you leave any mandatory field empty while customizing the end-user feedback form.

Configure email notifications for end-user feedback

Use the following steps to configure email notifications:

2023-04-06_22-35-07.png

Use the following steps to configure email notifications:

  1. On the Whatfix Guidance dashboard, click Style.
    ia_left%20nav_style

  1. Click Self Help.
    Desktop_style_selfhelp

  2. Click Feedback.
    2023-04-04_16-00-32.png

  3. Expand the Email notifications section.
    2023-04-11_16-53-13.png

  4. Enable the Email notifications toggle.
    2023-04-11_16-59-06.png

  5. Enter the Recipients email address.
    2023-04-06_16-03-48.png

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  • If the Email notifications is enabled, you must provide at least one recipient's email ID.
  • You can add email IDs up to seven recipients..
  1. Select a Frequency in which you want to receive the email notification.
    2023-04-06_19-04-38.png
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  • Daily: Receive email notification every day at 9:30 PM IST for all the feedback received in the last 24 hours.
  • Weekly: Receive email notification every Monday at 9:30 PM IST for all the feedback received in the previous week.
  1. Once you have customized Email notifications, click Save. 2023-04-06_15-23-00.png

Access end-user feedback in Self Help Analytics

You can access the consolidated end-user feedback report in the Self Help Analytics section on the Dashboard.

Use the following steps to access end-user feedback in Analytics:

  1. On the Whatfix Guidance dashboard, click Guidance analytics.
    ia_left_nav_guidance_analytics

  1. Click Self Help.
    Click_analytics_selfhelp

  2. In the Feedback section, you can see the detailed end-user feedback.
    2023-04-06_22-21-09.png

  3. Following are the various end-user feedback fields you can see in Analytics.

    • Segment: Name of the Self Help segment.
    • Category: End user response to the Add dropdown field.
    • URL: The domain URL of the application from where the feedback was given.
    • Title: By default, this field value shows n/a.
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This field is going to be deprecated in the near future. However, it shows historical data for the users who used end-user feedback in the beta stage.

* Description: Description of the issue raised by the end user.
* Sender: Details of the end user.
* Date: Date when the feedback was given.
* Attachment: This column contains screenshots provided by the end user.
2023-04-06_22-21-09.png

  1. Click the Export CSV button to download a CSV file with the end-user feedback.
    2023-04-06_22-21-09.png

For more information, see Self Help Analytics.

End-user experience

Here is a GIF of how end-user feedback looks on your application:

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  • All fields except the Screenshot field are mandatory for the end users.
  • All the mandatory fields are marked with a red asterisk mark.
  • End users cannot submit the feedback form if they leave any mandatory field empty.

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