| Label | Action | Description / Example |
|---|---|---|
| Basic Details | ||
| Feedback Name | Enter a name for the template | e.g., “Incident Feedback”, “Service Satisfaction Survey” |
| Description | Provide a summary of what this template is for | e.g., “Collects info on how the requester felt about ticket resolution time and support quality.” |
| Services | Select relevant services from the dropdown. | Choose the service(s) this template will apply to. If needed, add missing services via the Service Catalogue. |
| Link Expires In (Days) | Set how many days the feedback link remains valid for the requester | Choose a number between 1 and 99 days. E.g., “14 days” to give the requester enough time to respond |
| Default Star Rating | Choose the initial star rating that the requester sees | e.g., 1 star, 3 stars — so the rating is not blank by default |
| Rating Criteria | Add the aspects you want rated (drag & drop to reorder) | e.g., “Timeliness”, “Communication”, “Resolution Quality” |
| Schedule Mode | Select whether the feedback should be sent once or at recurring intervals | Options: Once (single time) or Every (repeat after defined duration) |
| Label | Action | Description / Example |
|---|---|---|
| Feedback Name * | Enter the name of the peer review template | Example: Default Peer Review, Critical Service Review |
| Description | Provide a short explanation of the template’s purpose | Example: Used for reviewing incidents related to critical services |
| Auto Submit After (Days) | Specify after how many days the review should be automatically submitted | Example: 3 – Review will auto-submit after 3 days if not completed |
| Rule Setup – When | Select conditions that trigger the peer review assignment | Options include Impact Service (e.g., Network Services, Antivirus Service) and Priority (e.g., Critical, High) |
| Rule Setup – Then Assign To * | Define who the review should be assigned to once conditions are met | Example: Auto Assign Ticket → Creed |
| Add Rule | Add additional conditions for triggering peer reviews | Example: Add another Impact Service _+_Priority rule combination |
| Next | Proceed to the next step of form creation. | Takes you to the form design page where review questions/fields are configured |
| Label | Action | Description |
|---|---|---|
| Headings | Drag into the form to add a section heading. | Used to create titles or divide sections in the form for better readability. |
| Paragraph | Drag into the form to add explanatory text. | Helps provide instructions or context for users filling the form. |
| Drag into the form to add an email field. | Collects the requester’s email address. | |
| Contact Number | Drag into the form to add a phone number field. | Captures the requester’s contact details. |
| Text | Drag into the form to add a single-line input. | Used for short responses (e.g., “Your name” or “Ticket ID”). |
| Star Rating | Drag into the form to add a rating scale (1–5 stars). | Allows users to rate satisfaction, performance, or service quality. |
| Number | Drag into the form to add a numeric input. | Useful for quantitative responses (e.g., “Resolution time in minutes”). |
| Dropdown | Drag into the form to add a dropdown list. | Provides a list of predefined options for users to select from. |
| Text Area | Drag into the form to add a multi-line input. | Ideal for detailed feedback, comments, or suggestions. |
| Checkbox | Drag into the form to add multiple selectable options. | Let users choose one or more items from a list (e.g., issues faced). |
| Radio | Drag into the form to add radio buttons. | Enables users to select only one option from a set. |
| Date | Drag into the form to add a date field. | Allows users to provide a specific date (e.g., incident date). |
| Date & Time | Drag into the form to add a date & time selector. | Collects both date and time information in one field. |
| Divider | Drag into the form to insert a visual divider line. | Helps separate sections in the form for better organization. |