Ticket lifecycle
Every feedback in EnaFeedback becomes a ticket. Learn the statuses, priorities and close results, and how to take a ticket from intake to closure.
A ticket is the tracked work item behind a piece of feedback in EnaFeedback. Every feedback record automatically gets exactly one ticket, and the ticket code is the same as the feedback code (it starts with FB). A ticket moves through New, In progress and Closed, can be routed to resolution teams, and is closed with a close result.
Required role
- Owner and Administrator: all ticket actions.
- Feedback manager: feedback operations and analysis, including viewing, routing, adding notes to and closing tickets.
- Team member: sees only tickets routed to their resolution teams, in the Team inbox.
Where tickets come from
Four intake channels are live today:
| Channel | Description |
|---|---|
| QR visitor | Feedback a visitor sends after scanning a QR code, tapping an NFC tag or scanning a live display |
| Staff feedback | Feedback sent by field staff through the staff feedback module |
| Hygiene escalation | A hygiene assessment converted with "Transfer as feedback" |
| Manual entry | A record an admin enters under Feedback → Manual feedback |
There is no automatic intake for phone calls, email or social media. Enter feedback from those sources as a manual entry.
Statuses
| Status | Meaning |
|---|---|
| New | The ticket was created and has not been routed or closed yet. |
| In progress | The ticket has been routed at least once. The first routing sets this status automatically. |
| Closed | The ticket was closed with a close result. |
Closed tickets cannot be reopened
Once you close a ticket, you cannot reopen it. If the issue comes back, create a new manual entry.
Priorities
Priority is set automatically from the feedback category, and you can change it later.
| Priority | Set automatically for |
|---|---|
| Normal | Suggestion, Thanks |
| Priority | Request |
| High priority | Complaint |
Close results
You must choose a close result to close a ticket:
| Result | When to use it |
|---|---|
| Resolved | The issue was fixed. |
| Unresolved | The issue could not be fixed. |
| Not an actionable issue | The feedback needs no action, for example a thank-you. |
Working a ticket from start to finish
Open the ticket
Go to Feedback → Feedback and open the ticket from the list.
Check the priority
If the automatic priority does not fit, change it. The change is logged as "Priority changed".
Route it to a resolution team
Route the ticket to one or more resolution teams with a required note. Routing is always manual; there is no automatic assignment. See Resolution teams for details.
Add notes
Record what has been done with internal notes. A note can be up to 4,000 characters.
Wait for routings to be concluded
Teams conclude each routing with a result. If a team cannot respond, you can conclude the routing yourself, for example with "Handled by admin".
Close the ticket
When every open routing is concluded, choose a close result and close the ticket.
Routings first
A ticket cannot be closed while it has an open routing. If closing is blocked, check the ticket's routings first.
Ticket history
Each ticket keeps a history of who did what and when. Logged actions: Created, Status changed, Routed, Routing concluded, Note added, Priority changed, Viewed.
Visitor notifications
If the visitor left contact details, they receive an email and/or SMS saying the status was updated each time the ticket status changes. Visitors can also enter their request code on the Track request page to see the subject and status (New, In progress, Closed). The close result is not shown to the visitor.
Response times and reporting
EnaFeedback has no SLA timers, deadlines or automatic escalation. You review process performance after the fact in the process analysis under Feedback → Feedback analytics: time to first read and time to close (mean and median), age buckets for unread tickets, heatmaps, and a category-to-close-result flow chart.
You can export a single ticket as a PDF; lists and reports export to Excel.
Tips and common mistakes
- Write a clear routing note. The team works from that note.
- Closing thank-you feedback as "Not an actionable issue" keeps your reports meaningful.
- A ticket closed by mistake cannot be reopened, so check the result and notes before you close.
Related articles
Resolution teams
Creating teams, routing tickets and routing results.
Team inbox
How team members handle the tickets routed to them.
Feedback
The visitor feedback form, categories and contact details.
Hygiene assessment
Transferring a low hygiene rating into a ticket.
Can't find what you need?
Our support team can help with anything from setup to reporting.
Languages and accessibility
The 4 visitor languages, right-to-left Arabic, AI translation switches, and EnaFeedback's WCAG 2.2 AA accessibility target and known limits.
Resolution teams
Resolution teams let you hand tickets to the right department. Learn how to create teams, add members, route tickets and read routing results.