Visitor feedback
How visitors send feedback by QR code, how categories set ticket priority, media limits, contact details, and how visitors track requests.
Visitor feedback is the EnaFeedback module that lets anyone who scans a location's QR poster, live display or NFC tag send a request, suggestion, complaint or thanks without creating an account. Every feedback item automatically opens a ticket, so each message in your digital suggestion box becomes a trackable piece of work.
Required role
- Feedback manager: sees, handles and analyzes incoming feedback.
- Owner or Administrator: the only roles that can change module settings (contact fields, consent text, positive outcome block).
At least one active location must exist before visitors can use the module.
What visitors see
When a visitor scans a code, the location's visitor hub opens. It has up to five tiles:
- Rate our cleanliness
- Send feedback
- Take a survey
- Pages
- Track request
You can hide any module at specific locations by opting those locations out.
Categories and automatic priority
The categories are fixed and cannot be customized. The category a visitor picks sets the ticket priority automatically.
| Category | Automatic priority |
|---|---|
| Request | Priority |
| Suggestion | Normal |
| Complaint | High priority |
| Thanks | Normal |
Form and media limits
- Subject: required, up to 200 characters.
- Message: required, up to 1,200 characters in the visitor form.
- Attachments: optional photos and video.
| Type | Max count | Max size | Formats |
|---|---|---|---|
| Photos | 5 | 10 MB each | JPEG, PNG, GIF, WebP, HEIC/HEIF |
| Video | 1 | 50 MB | MP4, WebM, MOV |
Photo attachments are on by default; video is off. Files are checked by their content against the declared type. Photos are re-encoded to WebP and videos to H.264 MP4 on the server. Uploads that are never attached to a submission are deleted after 24 hours.
Contact details and consent
Submissions are anonymous by default. A visitor who wants a reply can tick "Add my contact details".
- For name, phone and email you choose separately whether each field is enabled and whether it is required. Defaults: name and phone on, email off, nothing required.
- If you make any field required, anonymous submission is no longer possible.
- The consent checkbox appears only when you have written consent text and at least one contact field is enabled. No consent text ships by default. Whether the visitor accepted is not stored separately.
Request code and status tracking
After submitting, the visitor sees a Request code: "FB" followed by 6 characters. On the Track request screen the visitor enters this code to see the subject and status: New, In progress or Closed. The close result is not shown to the visitor.
If the visitor left contact details, they get an email and/or SMS saying the status was updated whenever the ticket status changes. This message is available in Turkish, English, German and Arabic.
Configure the module
Open module management
In the admin panel go to System → Module management and select the feedback module.
Choose attachments and contact fields
Turn photo and video attachments on or off. Set name, phone and email to enabled and, if needed, required.
Add consent text
If you collect contact details, write your organization's privacy notice and consent text. Without it, the consent checkbox does not appear.
Set the positive outcome block (optional)
The positive outcome block ("Olumlu sonuç") is an optional thank-you message and is off by default. For each category choose Always, Conditional or Never. Conditional uses AI sentiment on the visitor's text; a tolerance setting decides what happens when sentiment is neutral or unavailable.
Save and test
Save your settings, then scan a location's QR code with your own phone and try the form.
Manual feedback and staff feedback
- Feedback → Manual feedback: record a complaint that arrived by phone or in person. These items appear on the "Manual entry" channel.
- Staff feedback module: a separate module for feedback from field staff. It has its own contact and consent settings and pre-fills the signed-in staff member's details. It is not designed as an HR or anonymous whistleblowing tool.
All items appear under Feedback → Feedback, and their reports under Feedback → Feedback analytics.
Abuse protection
- Feedback submissions are limited to 5 per minute.
- A hidden honeypot field catches bots.
- The same message at the same location within 15 minutes is rejected as a duplicate.
Common mistake
Making a contact field required while expecting anonymous feedback. With a required field, visitors cannot submit anonymously. To keep anonymity, leave fields enabled but optional.
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