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End-user feedback in Self Help
  • 08 Oct 2024
  • 4 Minutes To Read
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End-user feedback in Self Help

  • Updated On 08 Oct 2024
  • 4 Minutes To Read
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  • PDF
Article summary

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.

Do the following using the end-user feedback feature:

  • 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.
Enable the end-user feedback feature

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

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

  2. Click Self Help.
    styles_sh.png

  1. 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, see a 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

  2. Click Self Help.
    styles_sh.png

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

  2. In the Customize section, make the following changes:

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All fields marked with red asterisks are mandatory.

  • Header Text
    Rename the Header Text of the feedback form.
    2023-04-04_16-17-03.png
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  • This field is mandatory.
  • Use up to 50 characters in the Header Text.
  • Helper Text
    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.
  • Add up to 5 options. It is mandatory to have at least one option.
    2023-04-06_12-18-11.png
  • Enable or disable Require email
    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, auto-capture end-user details by contacting support@whatfix.com.

  • Enable or disable Allow screenshot attachment
    This enables 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. 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
    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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  • 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, customize Email notifications or click Save.
    2023-04-06_15-23-00.png
Tip

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

Configure Email notifications to receive end-user feedback reports at a set frequency via email.

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

  2. Click Self Help.
    styles_sh.png

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

  2. Expand the Email notifications section.
    email_notification.png

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

  4. Enter the Recipients' email addresses.
    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.
  • Add up to seven recipients' email IDs.
  1. Select a Frequency in which you want to receive the email notification.
    email_notif_freq.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.
  • Instantly: Receive email notification immediately after the feedback is submitted.
    There can be a maximum of 200 feedback per email, beyond which any additional feedback is ignored.
  1. Click Save.
    2023-04-06_15-23-00.png

Access end-user feedback in Self Help Analytics

Access the consolidated end-user feedback report in the Self Help Analytics section on the Whatfix Guidance 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. In the menu, click Self Help.
    ia_dashboard_guidance_analytics_self_help

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

  3. The following are the various end-user feedback fields in Guidance 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 Export CSV to download a CSV file of 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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