--- title: "Feedback Configuration" slug: "feedback-configuration-1" updated: 2026-02-16T10:05:37Z published: 2026-02-16T10:05:37Z canonical: "help.symphonysummitai.com/feedback-configuration-1" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.symphonysummitai.com/llms.txt > Use this file to discover all available pages before exploring further. # Feedback Configuration You can configure the Feedback Management for a Tenant, Workgroup, Classification, or Category. Based on your configuration, the End User is able to provide Feedback after the Incident is Resolved/Closed. To configure Feedback, perform the following steps: 1. Navigate to **Incident** > **Configuration** > **Others** > **Feedback Configuration.** The **Feedback Configuration** page is displayed. 2. Select **Tenant**, under which the Feedback question must be configured Various sections are displayed as part of Details page. For more information refer to the following: **Enable Feedback for Tenant** **Prerequisites** The Administrator should add the *HREF_FEEDBACK* key in the **Incident Resolved Mail To User** e-mail notification template. If the key is added, the feedback link is displayed on the **Incident Resolved Mail To User** e-mail notification. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/enable tenant.png)Figure: Enable Feedback for Tenant **HTML Snippet** ```xml
Click here to provide your feedback.
``` If this check box is selected, the user can provide the feedback for the resolved Incidents by clicking the "Click here to provide your feedback" link on the **Incident Resolved Mail To User** e-mail notification. If the check box is not selected, the user is navigated to the Incident Details page by clicking the "Click here to provide your feedback" link on the **Incident Resolved Mail To User** e-mail notification and cannot provide the feedback. > [!NOTE] > Note > > - If the **Enable Feedback For Tenant** check box is selected and the user has not given any feedback for the resolved incident, the user receives **Feedback Required** e-mail notification after the Incident is closed. > - If the **Enable Feedback For Tenant** check box is selected and the user has given the feedback for the resolved Incident, the user receives **Incident Closed** e-mail notification. **Feedback Questions** This section displays the configured feedback questions for the selected Tenant sorted by Group. The same questions are displayed on the **FEEDBACK** page. Administrator can configure Feedback Questions in various languages for the End User. The End User can view the Feedback Questions in the same language selected for the application. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/feedback questions.png)Figure: Feedback Questions Select **Include Inactive** to view the all the feedback questions that are inactive. After configuring the Feedback Questions, Administrator can configure these questions in different languages for End Users. To Configure Questions in different languages, perform the following steps: 1. Click on the language icon ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/loca.png) that is placed next to the question. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/question1.png) Figure: Feedback Question 2. Feedback question popup window is displayed. 3. Select **Language** from the dropdown to translate the question. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/translate.png) Figure: Feedback question configuration 4. Additional Fields are displayed, enter the fields under Group, Question, and Answer section in the selected language. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/additional fields.png) Figure: Feedback Question Group **Example**: In the screen shot the language is selected as French. The Question Group name Performance Group is written in French (Groupe de performances) in the Group Name Translation text box. In the similar way, Answers are also translated and specified in the respected text box in the French language. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1755003547324.png) Figure: Translated Feedback Question > [!NOTE] > Notes > > - If an End User is using the Apex application in Spanish language, the feedback questions are displayed in the Spanish language. > - Special Characters are not allowed. 5. Click **Submit** to add the Feedback Question to the Details page. 6. Success message is displayed. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/language added.png) Figure: Translate To add more questions, refer [Add Question](/apex/docs/feedback-configuration-1#add-question). **Fields for Disabling Feedback** If Workgroup, Classification, and Category are configured, feedbacks are not required for the resolved or closed Incidents matching the criteria configured under this section. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/fields for disabling.png) Figure: Fields For Disabling Feedback 1. Select **Workgroup**, Search **Classification** and **Category** using search icon. 2. Click **Add** to add the details to the list. 3. Click on the delete icon to remove any added values from the list. **Others** You are enabled to to configure other configuration fields as below: Percentage of Incidents for Sending Feedback E-mails required for resolved/closed incidents for Tenant. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/others.png)Figure: Others For more information, refer to the following: | Field | Description | | --- | --- | | Percentage of Incidents for Sending Feedback E-mails | Specify the % of Incidents for which the feedback mail should be sent to the End Users. For example, for HR Tenant, the number of resolved or closed Incidents in a day is 100. The **Feedback Percentage** is specified as 40%. Feedback e-mails are sent to 40 randomly selected resolved or closed Incidents. | | Max. No. of Feedback Per User | Specify the maximum number of Feedback required per User per Tenant in a month. **Example**: If the Max. No. of Feedback Per User is specified as 10, and the number of closed Incidents for the user in the configured TENANT is 20, the End Users can provide feedback for 10 closed Incidents. | | Maximum Feedback Days | Specify the number of days from the Incident Closure Date by which the End User should provide a Feedback. | | Mandatory Feedback for Resolved/Closed Incidents | If the check box is selected, it is mandatory for the End Users to provide Feedback on the previously closed Incidents before logging new Incidents. | | Enable Feedback Reminder | Select this check box to enable the Feedback Reminders. If feedback is pending for the Incident, notification mail is sent to the User. | | Customized Feedback Message | Specify the Feedback message to be displayed to the End Users. The Feedback message is displayed to the End Users when no feedback is provided for the last resolved Incident and when the End User tries to log a new Incident. | **Configuration for Feedback Moderator** This section displays the fields to configure the Moderator role. > [!NOTE] > Note > > A moderator is an Administrator who monitors the feedback provided for the Resolved Incidents/SRs, and communicates with the End Users regarding the poor Feedback. The moderator can also request the End User to resubmit the Feedback if it is poorly rated. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/fm.png)Figure: Configuration for Feedback Moderator For more information, refer to the following: | Field | Description | | --- | --- | | Moderator | Type in the moderator name and select from the list. You can also click the search icon to search from the list. | | Workgroup | Select **Workgroup** in the dropdown list to configure the selected user as Moderator for the selected Workgroup. | | Customer | Select **Customer** in the dropdown list to configure the selected user as Moderator for the selected Customer. | | Location | Select **Location** in the dropdown list to configure the selected user as Moderator for the selected Location. | | Add | Click **Add** to insert the data values to the Feedback Moderator. | | Feedback Resubmission Expiry Period (in Days) | Specify the time for the End User to resubmit Feedback. **Example**: If the specified time is 10 days, the End User can resubmit the Feedback till the tenth day from the day the re-submission is requested. | **Localize Feedback Question** Translate the language of the selected question to any required language from the dropdown. To translate, perform the following steps: 1. Click translate icon at the end of the question to localize this particular question. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/translate(1).png) Figure: Translate 2. Select a language from the dropdown. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/translate question.png) Figure: Translate Question 3. Click **Submit**. ## Actions This section explains all the icons displayed on the ACTIONS panel of the **FEEDBACK CONFIGURATION** page: #### SHOW LIST Click this icon to go back to the FEEDBACK CONFIGURATION page. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Show list(1).png)Figure: Show List ### Add Question To add a question perform the following steps: 1. Hover on the Action panel and select **Add Question** to configure the Feedback Questions. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/fc1(1).png) Figure: Feedback Configuration 2. Enter the required Information in the Details page. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/question.png) Figure: Feedback Question | Field | Description | | --- | --- | | Question | Enter the Question | | Question Group | Select **Question Group** from the dropdown. To add a new group, refer to [Add Group](/apex/docs/feedback-configuration-1#add-group). | | Question Type | Select **Question Type** in the dropdown list. To know more about Question Types, refer to [Types](/apex/docs/feedback-configuration-1#question-types). | | Is it a Mandatory Question? | Select the check box to configure the question as mandatory. | | Are Comments Required? | Select the required option to configure the question as mandatory. The available options are: **Not Applicable**: If selected, the comments for the question is configured as optional. **Mandatory for Poor Rating**: If selected, the comments for the question is configured as mandatory for poor rating. **Mandatory**: If selected, the comments for the question is configured as mandatory. | | Active | If selected question is Active. | 3. Click **Submit** to add the Question to the Details page. ## Add Group Select the group in the dropdown list. The question is added under the selected group. To add a group, perform the following: 1. Click **Add Group** on the FEEDBACK QUESTIONS page. 2. Add/ Update Groups page is displayed. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/question group(1).png) Figure: Question 3. Enter **Group Name** and assign a sort order and click add icon ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/add icon(11).png) to create a group. For more information, refer to the following: | Field | Description | | --- | --- | | Group Name | Enter the Group Name. The name entered here is displayed on the Question Group dropdown list. | | Active | If this check box is selected, the Group configuration becomes active. | | Sort Order | Type in the Order of the group. The Group is displayed on the FEEDBACK page as per the specified Sort Order. | | Actions | You can perform the actions as detailed below: - Click ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/add icon(12).png) icon to add the group. On adding the group, it is displayed in the drop-down list of the Question Group field. When you click Edit icon, other two icons are displayed for the editable field. Update icon ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/update icon(1).png) : Upon clicking on this, the change will take effect and go back to edit icon state. Cancel icon ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/cancel(10).png): Upon clicking on this the changes are reverted to the original value. - Click ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/edit(2).png) icon to edit the values of the Group. - Click ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/del icon(7).png) icon to delete the Group. | 4. Click **Back To Question** to go back to the Feedback Configuration details page. > [!NOTE] > Notes > > - You cannot delete the group with active Questions. > - Click BACK TO QUESTION to go back to the FEEDBACK QUESTIONS page without saving the group. ## Question Types You have various Question Types, for more information refer to the following: Star RatingSmileyThumbs Up/DownDrop-down ListMulti-SelectRadio ButtonText BoxText Area If selected, Star Rating is displayed for this question on the FEEDBACK page. On selecting the Star Rating, the following fields are displayed. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/star rating.png)Figure: Star Rating | Field | Description | | --- | --- | | Option Button | Select the required option button. The available options are: - Star - Heart - Smile | | **Rating Configuration** | | Answer Type | Displays the Rating Type. You can add up to ten Stars. | | Answer | Type in the equivalent meaning of the rating. | | Rating Color | Select the color of the rating. The same is displayed when the End User selects the rating. | | Rating | The Rating values are taken in series and not editable. | | Poor Rating | Select the check box to configure the rating as poor. | | Actions | - Click ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/edit(2).png) icon to edit the values of the rating. When you click Edit icon, other two icons are displayed for the editable field. Update icon ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/update icon(1).png) : Upon clicking on this, the change will take effect and go back to edit icon state. Cancel icon ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/cancel(10).png): Upon clicking on this the changes are reverted to the original value. - Click ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/del icon(7).png) icon to delete the rating. - Click ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/add icon(12).png) icon to add a new rating. > [!NOTE] > Note > > The Delete icon is displayed only on the last Rating. | If selected, Smiley is displayed for this question on the FEEDBACK page. On selecting the Smiley, the following fields are displayed. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/smiley(2).png)Figure: Smiley | Field | Description | | --- | --- | | **Rating Configuration** | | Answer Type | Displays the Rating Type as emojis. | | Answer | Type in the equivalent meaning of the Smiley. | | Rating Color | Select the color of the rating. The same is displayed when the End User selects the rating. | | Rating | Enter the rating value. This value is considered to calculate the Average Rating. | | Poor Rating | Select the check box to configure the rating as poor. | | Actions | - Click ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/edit(2).png) icon to edit the values of the rating. When you click Edit icon, other two icons are displayed for the editable field. Update icon ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/update icon(1).png) : Upon clicking on this, the change will take effect and go back to edit icon state. Cancel icon ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/cancel(10).png): Upon clicking on this the changes are reverted to the original value. - Click ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/del icon(7).png) icon to delete the rating. - Click ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/add icon(12).png) icon to add a new rating. > [!NOTE] > Note > > The Delete icon is displayed only on the last Rating. | If selected, Thumbs Up/Down is displayed for this question on the FEEDBACK page. On selecting the Thumbs Up/Down, the following fields are displayed. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/thumbs up and down.png) Figure: Thumbs Up/Down | Field | Description | | --- | --- | | **Rating Configuration** | | Answer Type | Displays the Rating Type. | | Answer | Type in the equivalent meaning of the Thumbs Up/Down. | | Rating Color | Select the color of the rating. The same is displayed when the End User selects the rating. | | Rating | Enter the rating value. This value is considered to calculate the Average Rating. | | Poor Rating | Select the check box to configure the rating as poor. | | Actions | - Click ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/edit(2).png) icon to edit the values of the rating. When you click Edit icon, other two icons are displayed for the editable field. Update icon ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/update icon(1).png) : Upon clicking on this, the change will take effect and go back to edit icon state. Cancel icon ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/cancel(10).png): Upon clicking on this the changes are reverted to the original value. - Click ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/del icon(7).png) icon to delete the rating. - Click ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/add icon(12).png) icon to add a new rating. | If selected, drop-down list is displayed for this question on the FEEDBACK page. On selecting the Drop-down list, the following fields are displayed. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/dd list.png) Figure: Dropdown List | Field | Description | | --- | --- | | **Rating Configuration** | | Answer | Type in the options of the Drop-down list. > [!NOTE] > Note > > At least Two Answers are required. | | Rating | Enter the rating value. This value is considered to calculate the Average Rating. | | Poor Rating | Select the check box to configure the rating as poor. | | Actions | - Click ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/edit(2).png) icon to edit the values of the rating. When you click Edit icon, other two icons are displayed for the editable field. Update icon ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/update icon(1).png) : Upon clicking on this, the change will take effect and go back to edit icon state. Cancel icon ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/cancel(10).png): Upon clicking on this the changes are reverted to the original value. - Click ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/del icon(7).png) icon to delete the rating. - Click ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/add icon(12).png) icon to add a new rating. | If selected, a checkbox is displayed for this question on the FEEDBACK page. On selecting the Multi-Select the following fields are displayed. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/ms.png) Figure: Multi-Select | Field | Description | | --- | --- | | **Rating Configuration** | | Answer | Type in the options of the Multi-select list. > [!NOTE] > Note > > At least Two Answers are required. | | Actions | - Click ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/edit(2).png) icon to edit the values of the rating. When you click Edit icon, other two icons are displayed for the editable field. Update icon ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/update icon(1).png) : Upon clicking on this, the change will take effect and go back to edit icon state. Cancel icon ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/cancel(10).png): Upon clicking on this the changes are reverted to the original value. - Click ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/del icon(7).png) icon to delete the rating. - Click ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/add icon(12).png) icon to add a new rating. | If selected, Option buttons are displayed for this question on the FEEDBACK page. On selecting the Radio Buttons the following fields are displayed. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Radio Button.png) Figure: Radio Button | Field | Description | | --- | --- | | **Rating Configuration** | | Answer | Type in the options of the Radio Button list. > [!NOTE] > Note > > At least Two Answers are required. | | Rating | Enter the rating value. This value is considered to calculate the Average Rating. | | Poor Rating | Select the check box to configure the rating as poor. | | Actions | - Click ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/edit(2).png) icon to edit the values of the rating. When you click Edit icon, other two icons are displayed for the editable field. Update icon ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/update icon(1).png) : Upon clicking on this, the change will take effect and go back to edit icon state. Cancel icon ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/cancel(10).png): Upon clicking on this the changes are reverted to the original value. - Click ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/del icon(7).png) icon to delete the rating. - Click ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/add icon(12).png) icon to add a new rating. | If selected, a text box is displayed for this question on the FEEDBACK page. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/tb.png) Figure: Text Box If selected, Text area is displayed for this question on the FEEDBACK page. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Text Area.png)Figure: Text Area ### Change History Click **CHANGE HISTORY** to view the modifications in the Feedback Configuration. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/ch(9).png) Figure: Change History