Feedback
Read feedback from the chat and the dashboard, forward it by e-mail and tidy it up.
Everything people send through Give feedback or with the thumbs under an answer ends up in the dashboard under Feedback. Only administrators see this area.
Notifications
The dashboard reports new feedback immediately: the bell at the top right shows the number of unread entries, and a short notice with a sound appears. Click the bell to see the new entries; clicking an entry opens it and marks it as read. View all feedback takes you to the full list.
The lists
| List | Contents |
|---|---|
| Chat | Open feedback from the chat: ratings, general feedback and message feedback |
| Dashboard | Open feedback given in the dashboard |
| Forwarded | Feedback from both areas that has been forwarded by e-mail |
Each entry shows Type, Rating, Comment, the Affected message, Date and Status. With Search feedback… and the filters for date, user, rating (Positive, Negative) and type, you find entries faster.
| Type | Meaning |
|---|---|
| Message | Thumbs rating of a single answer |
| Rating withdrawn | The person deleted a rating that had already been forwarded |
| Chat selection | Feedback on selected questions and answers of a chat |
| General | General feedback from the chat |
| Dashboard | Feedback from the dashboard |
Viewing an entry
Click an entry. Depending on the type, you see the Subject and Comment, the Question with its attachments, the Answer, the chat history concerned and an attached image.
Confidentiality
Feedback contains the questions and answers it refers to, and therefore possibly confidential content from documents. Handle it as carefully as the documents themselves.
Forwarding feedback
Forwarding sends an entry by e-mail, for example to the team that looks after LOKI.
Start forwarding
Open the entry and click Forward. Type, rating, user and date are always included.
Choose the content
Choose Forward everything or Forward selected content only and then the parts that should go along: question, answer, attachments, chat history, note or screenshot. Click Continue.
Redact
Click individual words in the question, answer and chat history to black them out in the e-mail, such as names or amounts.
Send
Check under Recipients who the e-mail goes to, and click Send.
The operator of the appliance sets the recipients; they cannot be changed in the dashboard. If no recipients are set up, forwarding is not possible.
The e-mail leaves the appliance
LOKI sends forwarded feedback through an external e-mail service. Black out confidential passages or forward only selected content.
The Status of an entry shows where it stands:
| Status | Meaning |
|---|---|
| Open | Not yet forwarded |
| Sending… | The e-mail is being sent |
| Forwarded | The e-mail has been sent; the entry is in the Forwarded list |
| Sending failed | No e-mail was delivered. Open the entry and click Send again. |
Deleting feedback
You can only delete entries in the Forwarded list: tick them, click … delete and confirm.
If a person deletes a chat, LOKI also removes the ratings from that chat.
Giving feedback yourself
In the dashboard, too, you and managers can send comments using the speech bubble icon at the top right (Give feedback): with a Subject, text and optionally an image (PNG, JPEG, WebP or GIF, at most 3 MB). It appears in the Dashboard list.