- 05 Sep 2023
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End-user feedback in Self Help
- Updated On 05 Sep 2023
- 5 Minutes To Read
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- DarkLight
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Whatfix enables you to provide a 24/7 in-app feedback feature to collect feedback from end users to gauge the usefulness of help content and enable them to provide feedback on the underlying application.
Using the end-user feedback feature, content creators can do the following:
- Enable and customize the end-user feedback form to encourage end users to provide their feedback on the help content as well as the underlying application.
- 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.
Use the following steps to enable the end-user feedback feature:
- On the Whatfix dashboard, hover your cursor over the navigation panel, and then click Themes.
Click Self Help.
Click Feedback.
By default, the end-user feedback is disabled on your account.
- Enable the Collect feedback toggle to enable the end-user feedback feature.
- 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.
Once the end-user feedback feature is enabled, use the following steps to customize the end-user feedback form:
- On the Whatfix dashboard, hover your cursor over the navigation panel, and then click Themes.
Click Self Help.
Click Feedback.
In the Customize section, you can make the following changes:
All fields marked with red asterisks are mandatory.
Header Text
You can rename the Header Text of the feedback form.
your title goes here- 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.
your title goes hereThe Helper Text can have up to 150 characters.
Enable/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.
your title goes here- 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.
Enable/disable Require email
You can get your end users' email IDs by enabling this option.
your title goes hereIf 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/disable Allow screenshot attachment
This enables the end users to give feedback along with a screenshot.
your title goes hereThis 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/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.
your title goes hereThis field is enabled by default when end-user feedback is enabled.
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.
The changed labels reflect on the end-user feedback form.
- Once you have customized all the required fields, you can customize Email notifications or click Save.
You get an error message when saving Feedback configurations if you leave any mandatory field empty while customizing the end-user feedback form.
You can configure Email notifications to receive end-user feedback reports at a set frequency via email.
Use the following steps to configure email notifications:
- On the Whatfix dashboard, hover your cursor over the navigation panel, and then click Themes.
Click Self Help.
Click Feedback.
Expand the Email notifications section.
Enable the Email notifications toggle.
Enter the Recipients' email addresses.
your title goes here- If the Email notifications is enabled, you must provide at least one recipient's email ID.
- You can add up to seven recipients' email IDs.
Select a Frequency in which you want to receive the email notification.
your title goes here- 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.
- Instantly: Receive email notifications containing the feedback received in the past 30 minutes.
For security reasons, the first new feedback that was not previously in an email notification is sent 30 minutes later along with other feedback received during that time period.
There can be a maximum of 200 feedback per email, beyond which any additional feedback is ignored.
Once you have customized Email notifications, click Save.
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:
- On the Whatfix Dashboard, click Analytics.
In the navigation panel, click Self Help.
In the Feedback section, you can see the detailed end-user feedback.
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.your title goes here
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.
- Click the Export CSV button to download a CSV file of the end-user feedback.
For more information, see Self Help Analytics.
Here is a GIF of how end-user feedback looks on your application:

- 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.