End-user feedback in Self Help

Use the following steps to enable the end-user feedback feature:

2. Click Self Help.
   

3. Click Feedback.
   

4. Enable the Collect feedback toggle to enable the end-user feedback feature.
   

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

2. Click Self Help.
   

3. Click Feedback.
   

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

• Header Text
  You can rename the Header Text of the feedback form.
  

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  • 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.
  

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  The 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.
  

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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.
    

• Enable/disable Require email
  You can get your end users' email IDs by enabling this option.
  

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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/disable Allow screenshot attachment
  This enables the end users to give feedback along with a screenshot.
  

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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/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.
  

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  This field is enabled by default when end-user feedback is enabled.

5. Once you have customized all the required fields, you can customize Email notifications or click Save.
   

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:

2. Click Self Help.
   

3. Click Feedback.
   

4. Expand the Email notifications section.
   

5. Enable the Email notifications toggle.
   

6. Enter the Recipients' email addresses.
   

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   • 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.

7. Select a Frequency in which you want to receive the email notification.
   

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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.
   • 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.

8. 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:

2. In the navigation panel, click Self Help.
   

3. In the Feedback section, you can see the detailed end-user feedback.
   

4. 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.
  

5. 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: