> For the complete documentation index, see [llms.txt](https://docs.infraon.io/infinity/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.infraon.io/infinity/user-guide/infraon-configuration/infraon-automation/feedback-template.md).

# Feedback Template

The **Feedback Templates** module allows you to design and manage standardized templates for collecting feedback within the platform. It provides two template options:

* **Customer Feedback Template** – used to gather customer satisfaction and service-related feedback.
* **Peer Review Template** – used to assign peer reviews, either individually or in bulk, to team members.

## **Customer Feedback**

A Customer Feedback Template is used to gather structured input from requesters after a service or ticket has been completed. These templates include details such as:

* Feedback name and description
* Associated services
* Expiry duration for the feedback link
* Default star rating
* Schedule options for sending the feedback
* Reminders to prompt requesters who have not yet submitted their feedback.

## **Peer Review**

A Peer Review Template is designed to support internal collaboration and quality checks within teams. It allows managers or administrators to assign peer reviews to either a single user or multiple users in bulk.

While creating a Peer Review Template, you can define:

* **Conditions**: such as Impact Service and Priority Tag.
* **Team**: the team responsible for conducting the review.
* **Assigned To**: specific team members selected for the peer review.

The system also prevents duplicate peer review templates from being created with the same combination of Impact Service and Priority. Templates can be edited, deleted, or filtered by type (Peer Review or Customer Feedback), and each Peer Review Template is clearly tagged for easy identification.

## **What you see on the screen**

Feedback Template **| Basic Details**

<table><thead><tr><th width="185">Label</th><th>Action</th><th>Description / Example</th></tr></thead><tbody><tr><td><strong>Search</strong></td><td>Enter text to search among templates.</td><td>Search by name, description, or service to locate a specific feedback template.</td></tr><tr><td><strong>Filter</strong></td><td>Apply filters based on field &#x26; condition.</td><td><p>Choose a field (e.g., “Services”, “Name”) + a condition (e.g., “contains”, “not contains”) to refine results.</p><p></p><p><strong>Fields:</strong> Name, Description, Services, Link Expires In, and Template Type.</p></td></tr><tr><td><strong>Add Template</strong></td><td>Button to initiate creating a new template</td><td>Click ‘Add Feedback’ to open the new template creation form for Peer Review and Customer Feedback.</td></tr><tr><td><strong>Available Templates</strong></td><td>List/grid showing existing templates</td><td>Displays all feedback templates with their name, description, active services, etc.</td></tr></tbody></table>

## **How does it work**

Feedback Templates are used to collect Customer Satisfaction (CSAT) responses for supported modules such as **Ticket and Request.** These templates help organizations capture user feedback after service delivery or issue resolution.

### **Assign Feedback**

Feedback Templates are configured through workflow email notifications using the feedback\_url macro.

To enable feedback collection:

* Navigate to the required Ticket or Request workflow.
* Add or edit the email generation step in the Resolved or Closed state.
* Include the feedback\_url macro in the email template.
* Save the workflow configuration.

![](https://content.gitbook.com/content/HOkWBaqDGJVTArkIQTsj/blobs/jw0JKyjVgVHwSi7G5NT2/Unknown%20image)

When the Ticket or Request reaches the configured state, the system automatically sends a feedback email to the requester with a link to the feedback form.


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