Learn how to update feedback status, mark issues as resolved, and add resolution notes.
Who is this for?
Users who need to track and manage customer feedback through to resolution.
Prerequisites
Access to the Feedback page
At least one feedback submission to manage
What you can do
Change feedback status from Open to Closed
Record who resolved the issue
Add notes about the resolution
Track feedback history
Step-by-Step Instructions
1. Navigate to Feedback Details
Go to the Feedback page in the sidebar
Find the feedback you want to manage
Click View Feedback to open the detailed view
IMAGE HERE (Screenshot of the feedback table with the View Feedback button highlighted)
2. Change Feedback Status
In the detailed feedback view, find the Status dropdown
Click on the dropdown
Select either:
IMAGE HERE (Screenshot of the feedback detail view showing the Status dropdown with Open and Closed options)
3. Record Who Resolved It
Find the Resolved By field
Enter the name of the person or team member who resolved the issue
This helps track accountability and follow-up
IMAGE HERE (Screenshot showing the Resolved By field in the feedback detail view)
4. Add Resolution Notes
In the Notes field, document:
Be specific and detailed for future reference
IMAGE HERE (Screenshot showing the Notes text field with example resolution notes)
5. Save Your Changes
After updating status, resolved by, and notes, click Save Changes
Wait for the confirmation message
IMAGE HERE (Screenshot highlighting the Save Changes button at the bottom of the feedback detail view)
Expected Result
Feedback status is updated in the system
Resolution information is recorded for future reference
The feedback table reflects the new status
Team members can see who handled the issue and how
Common Mistakes
Closing without notes: Always add notes explaining the resolution before closing feedback.
Vague resolution notes: Be specific about actions taken, not just "Resolved" or "Fixed".
Not updating resolved by: Record who handled the issue for accountability.
Closing prematurely: Only close feedback after the issue is fully resolved and customer is satisfied.
Not saving changes: Always click "Save Changes" or your updates will be lost.
Troubleshooting
Changes not saving: Ensure all fields are filled appropriately and try again.
Can't change status: Verify you have the necessary permissions to manage feedback.
Notes not appearing: Check that you clicked "Save Changes" and refresh the page.
Best Practices
Status Management
Keep open until resolved: Don't close feedback until you've taken action and verified the issue is resolved.
Regular reviews: Periodically review open feedback to ensure nothing is forgotten.
Clear criteria: Establish team guidelines for when feedback should be marked as closed.
Resolution Notes
Be detailed: Include specific actions taken, not just outcomes.
Include dates: Note when actions were taken, especially for multi-step resolutions.
Record customer response: If you followed up with the customer, note their response.
Document learnings: Include any insights that could help prevent similar issues.
Example Resolution Notes
"Called customer on 2/17/26 at 2pm. Apologized for wait time. Offered 20% discount on next visit. Customer satisfied. Updated staff training on peak hour procedures."
"Room 305 - Replaced faulty AC unit on 2/17/26. Moved guest to room 402 temporarily. Followed up at 6pm, guest confirmed issue resolved. Waived room service charge."
"Order #12345 - Refunded $25 for incorrect item. Sent replacement via express shipping. Customer received on 2/18/26 and confirmed satisfaction."
"Fixed"
"Resolved"
"Talked to customer"
Team Coordination
Assign ownership: Use the "Resolved By" field to track who's handling each issue.
Share insights: Discuss closed feedback in team meetings to identify patterns.
Follow up: For serious issues, consider following up with customers after marking as closed.
Track metrics: NEEDS CONFIRMATION: Whether there are analytics on resolution times and feedback trends.
Workflow Example
New feedback arrives → Status: Open
Review and investigate → Add initial notes
Take action → Document actions in notes
Verify resolution → Confirm issue is fixed
Update status → Change to Closed, add final notes, record resolver
Save → Click Save Changes
Next Steps