Ticket Feedback
Manage open-ended feedback submissions as structured tickets with photos, notes, and status tracking.
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The Ticket Feedback module turns visitor complaints, requests, and suggestions into trackable tickets. Unlike hygiene ratings, tickets are narrative — the visitor describes an issue or idea in their own words.
Submitting a ticket
Visitors submit tickets by scanning a Feedback poster:
- The form asks for a category (e.g., Cleanliness, Damage, Suggestion, Compliment).
- A description field for free text.
- An optional photo attachment.
- An optional contact field (email or phone) — only requested if your configuration requires it.
Submission takes under 60 seconds. No account is needed.
Ticket tracking for visitors
If a visitor provides their contact details, they receive a ticket code by email or SMS. They can track the status of their ticket at enafeedback.com/track by entering the code.
Ticket statuses visible to visitors:
| Status | Meaning |
|---|---|
| Received | Ticket has been logged |
| In review | An admin has seen the ticket |
| Resolved | The issue has been addressed |
Managing tickets in the admin dashboard
Navigate to Feedback in the sidebar.
Ticket list
The list shows all tickets with:
- Location
- Category
- Submission date
- Status
- Attached photo (thumbnail)
Use the filters to narrow by location, category, date, and status.
Ticket detail
Click a ticket to open the detail view:
- Full description text
- Photo (if attached)
- Timeline of status changes
- Internal notes (only visible to admins)
- Visitor contact (if provided)
Actions
| Action | Description |
|---|---|
| Change status | Move ticket through the workflow |
| Add note | Add an internal comment |
| Export PDF | Generate a formatted ticket PDF |
| Close | Mark as resolved and optionally notify the visitor |
Categories
Categories are configured per-workspace in Global Settings → Feedback Module → Categories. The default categories are:
- Cleanliness
- Damage / Maintenance
- Staff behaviour
- Suggestion
- Compliment
- Other
You can add, rename, and translate categories for each language your workspace supports.
Notifications
Configure who gets notified when a ticket is submitted, and for which categories:
- Go to Global Settings → Feedback Module → Ticket notifications.
- Select team members per category.
- Choose notification channels (email, SMS).
Emergency categories (e.g., Damage) can be configured with immediate SMS alerts.
Analytics
The Feedback analytics page shows:
- Ticket count by status and trend
- Breakdown by category
- Average resolution time
- Per-location ticket density map