Overview

The Feedback and Support widget is designed to provide a seamless way for users to submit feedback, report issues, and request support directly from the application interface. This widget is accessible to both end-users (including anonymous users) and internal teams such as developers (L2) and managers (L1).

Documentation

Feedback and Support

Overview

The Feedback and Support widget is designed to provide a seamless way for users to submit feedback, report issues, and request support directly from the application interface. This widget is accessible to both end-users (including anonymous users) and internal teams such as developers (L2) and managers (L1).

User Types and Access Levels

• End-users and Anonymous Users: These users can interact with the widget to provide feedback or report issues.
• L1 - Supervisor: Supervisors have access to specific pages, such as a dashboard, where they can classify and manage tickets submitted by users. This role can also address minor issues or bugs from the admin page.

• L2 - Technician: Technicians have access to dedicated pages, such as an overview of open tickets and a history of tickets they have resolved or picked for resolution. This role is focused on resolving issues and managing reported problems.

Widget Functionality

The Feedback and Support widget is a button that, when clicked, presents users with two options:

1. Take a Direct Screenshot: Users can capture a screenshot of their current view and provide additional information required for their feedback or issue report.

2. Annotate Before Screenshot: Users can annotate or paint over the elements they want to highlight before capturing a screenshot. This allows for more detailed and specific feedback.

(L1) Features

• Dashboard: The manager has access to a dashboard where they can view and classify submitted tickets. The dashboard includes several charts that provide insights into ticket impact, urgency, and status:
  • Impact Chart: Displays tickets categorized by their impact levels (Low, Medium, High).
  • Urgency Chart: Shows the urgency of tickets (Low, Medium, High).
  • Cases Chart: Tracks the status of cases (Open, In Progress, Fixed).

(L2) Features

• Overview Page: Developers can view all open tickets on this page. It provides a clear overview of issues that need to be addressed, enabling developers to pick tickets for resolution.
• Ticket History Page: This page displays a history of all tickets that the developer has resolved or picked. It serves as a reference for tracking past work and ensuring that all issues have been appropriately addressed.