Documentation / Working with tickets
Giving feedback on a ticket
In short: With the Feedback button on a ticket, you send a short description, optionally with a screenshot or file, to the aishaa team. Use it when aishaa did something on this ticket that you did not expect.
Where to find this
Open a ticket via Tickets. In the ticket’s top bar, on the right, is the icon with the tooltip Feedback. On a phone, Feedback is in the three-dot menu.
Who: from the Agent role upwards. The feedback belongs to the ticket from which you send it.
Sending feedback
- Click Feedback. The Feedback dialog opens with the explanation Share what happened so we can improve aishaa.
- Read the instruction: Describe what happened, what you expected, and add a screenshot or file if it helps us understand the issue faster.
- Type your description in the editor. You can format text, paste an image into the text and add files of any type with the attachment button.
- Click Send feedback. You see the confirmation Thank you for sending the feedback! We’ll review it and make sure aishaa can assist you better in the future.
The Feedback dialog on a ticket with the instruction text, the editor with attachment button and the buttons Cancel and Send feedback.
If you send without text and without an attachment, you see Add a short message or attachment before sending feedback. If something goes wrong, Unfortunately, something went wrong while sending the feedback. appears; in that case, try again.
What is most useful to report
Good feedback is specific and about this ticket. For example:
- aishaa’s proposal contained a wrong price, delivery time or condition. Say what it should have been.
- aishaa or a workflow chose a wrong label, a wrong support group or a wrong language.
- The customer’s message was misunderstood or linked to the wrong customer.
- An order could not be found even though it does exist.
Describe what happened and what you expected. A screenshot of the proposal or of the screen helps the aishaa team understand it faster.
Good to know
- The aishaa team reads all feedback and uses it to improve aishaa. You do not automatically get an answer in the dialog; if you have a question you want a response to, use the aishaa support chat (menu Chat, conversation aishaa support) or support@aishaa.nl. See Reaching the aishaa team.
- The feedback is not visible to the customer and does not appear in the conversation or in the ticket timeline.
- If you want to give aishaa a standing instruction yourself (for example “always mention the 30-day return period”), feedback is not the right tool. Use Tell aishaa instead, or update a knowledge document.
- If you change a proposal from aishaa before you send it, aishaa learns from that by itself. You can see what it learns under What aishaa knows. Feedback is meant for anything else you want to pass on.
- Feedback on a ticket is separate from the customer feedback you record when closing a ticket.