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MindTouch Success Center

Incorporate customer feedback into your content workflow

The most powerful and useful content feedback comes from your end users. Whether it's from your customer, partners, sales reps or support agents, it is crucial to act on your customer feedback. At MindTouch, we use a "knowledge queue" to ensure that all feedback (both internal and external) is queued and acted upon. 

How to incorporate your customer feedback

To configure your feedback email to point to a group email address or to a ticket management system such as SalesForce, Zendesk or YouTrack, follow these steps.

Typically, ticket management systems will provide an email address for ticket creation.

Step 1: Configure your feedback email 

In MindTouch, navigate to  Control panel > Configuration > Email Address for User Feedback and enter KQ@example.cominto the text field.

Step 2: Set up your ticketing system

Set up your ticketing system so that any emails sent to are added to a queue.  

Step 3: Set up an authoring review schedule

Require your authors to review the queue daily or weekly and take ownership of the feedback.

Step 4: Use your ticketing system

Use your ticketing system to report on KQ MTTR (mean time to resolution), KQ activity, completion ratios, author activity and more. 

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