Purpose: Feedback is a very important feature of your FanX app that enables you to be able to connect with fans on a a variety of subjects. This article will show you how to change feedback subjects, how to get notified when feedback is submitted, and how to resolve your feedback in the portal.
Accessing Feedback
There are two ways to access your app's feedback in the portal. The first can be found on the landing page of the portal, right under where it says 'Welcome [your name]'.
Feedback can also be accessed by clicking on the 'Operations' tab on the top bar, and then selecting 'Feedback'.
Configuring Feedback
Once on the feedback page, you can click the 'Configuration' tab to begin setting up your feedback.
Feedback Subjects
The first thing you'll want to do when configuring your feedback is to determine what subjects for feedback you'd like your fans to be able to leave. By default, the following subjects will be included:
- General - typically used for generic feedback
- Report an App Issue - used when the app isn't functioning as expected
- Report a Gameday Issue - typically used to give feedback on things related to the gameday experience
- Diagnostic Logs - Used to send the FNO team a log of app activity for that specific device. Helps us uncover bugs and app issues
- Rewards (If you have the FanX Rewards add-on) - typically used to report issues logging into the rewards platform, or issues checking in to a specific game/event
All of the default subjects can be deleted or renamed if you want other subjects. You can also add additional subjects to this list. To add a new subject, scroll to the bottom of the subject list and select the '+' button that says 'Add New Subject'. Here are some subjects you can consider adding:
- Ticketing - for feedback relating to issues accessing tickets or questions about where to purchase tickets
- Gameday Experience - for feedback relating to the gameday experience and how it can improve, or for feedback about a positive gameday experience
- Stadiums/Arenas - for feedback pertaining to users' experience onsite at your venues
Adding Emails to Subjects
Once you've nailed down your feedback subjects, you can configure who will receive an email when feedback is left on a specific subject. For example, if I'm on the ticketing team, I can receive an email when someone leaves feedback for the Ticketing subject so that I can quickly respond to their message.
To do this, simply enter your email on the provided 'Assigned to' line. Once you hit the 'Save Configuration' button, that email will then be notified when feedback is left. To add multiple emails for a specific subject, you can separate the email addresses by a comma (example in the photo below). In this scenario, both emails would receive the fan feedback that is left.
** Best Practice: Configure every subject with an email address so you never miss fan feedback again! **
Including Diagnostic Logs
For certain feedback subjects, you may want to automatically send us at FNO diagnostic logs so we can look into the issue and determine if there is a bug to be addressed. In this case, simply check the box that says 'Include Diagnostic Logs' and save the page. This would be ideal for a subject like 'Report an App Issue' or 'Rewards'.
Resolving Feedback
You have now configured your feedback subjects and emails, and now it is time to keep track of your feedback and resolve feedback right in the portal.
Once you've communicated with the fan that left feedback and the situation is taken care of, you can return to the feedback page and click the blue resolve button on the feedback. This will send it to the 'Resolved' tab and is still accessible to view at any time. If the issue opens back up, you can then 'Unresolve' the issue.
You can resolve or unresolve multiple feedbacks at the same time by checking the feedback you wish to take action on, then selecting the 'Group Actions' dropdown and clicking 'Resolve X Records'.
** Best Practice: Come in and resolve feedback once a week to remove clutter and to make sure recent and relevant feedback is right at the top of the list! **