Managing feedback status

You can make sure feedback gets dealt with by the right people using status and the pages under Feedback in CustomerSure.

Feedback is in one of three states:

• Unreviewed
• Assigned
• Closed

This gives you a clear way to manage follow-up, ownership, and progress — without turning feedback into a ticketing system.

This page explains what each status means, how the Feedback pages work, how to close and reopen feedback, and how to use status day to day.

The three feedback statuses

Unreviewed

When customer feedback arrives, it’s marked as Unreviewed.

That usually means:

• Nobody has taken ownership yet
• You’re still deciding whether follow-up is needed

Most teams treat Unreviewed as a short-lived state. You can set up Triage Rules so clearly positive feedback is closed automatically without a manual review.

Assigned

Assigned means the feedback has an owner and still needs follow-up.

Typical work while Assigned includes:

• Contacting the customer
• Investigating an issue
• Escalating internally
• Making a decision (refund, goodwill gesture, safeguarding step, etc.)

If feedback would make you uncomfortable leaving it unattended, it should be Assigned to someone.

See Assign an owner for how ownership works.

Closed

Closed means:

• Required follow-up has been completed, or
• No follow-up was needed and you’re satisfied nothing further is required

Closed feedback is not hidden or deleted — it remains fully searchable, reportable, and auditable. When you close feedback you choose an outcome (see below).

Feedback pages

Under Feedback on the main menu you’ll find four pages:

Page	What you’ll see
Inbox	Unreviewed feedback you have permission to see. Priority items first, then newest first.
Assigned to Me	Open feedback owned by you. Priority items first, then longest waiting.
Waiting for Action	Assigned feedback that hasn’t been closed yet (yours and colleagues’). Longest waiting first.
All Feedback	Everything, sorted by date received. Filter by status, owner, labels, closure outcome, and more.

Priority pins only affect Inbox and Assigned to Me — see Flag as priority.

Closing feedback

From the feedback detail view, click Close, then:

1. Choose an Outcome (required — there is no default):
   • No action needed
   • Handled
   • Passed elsewhere
   • Could not complete
2. Optionally add an internal note (not shown to the customer).
3. Optionally turn on Send the customer a reply to email them as you close.
4. Click Close.

If someone else owns the feedback, we’ll email them when it’s closed. If you close feedback that was assigned to you, we’ll email the person who assigned it to you.

Closed items can show the outcome on the status ribbon, for example Closed - Handled.

Close all unreviewed feedback

If you want a clean starting point, open Inbox and use Close all unreviewed feedback at the bottom of the page.

This:

• Only closes unreviewed items in your current Inbox view
• Sets the outcome to No action needed
• Cannot be undone
• Never closes assigned feedback

Reopening feedback

Closed feedback can be reopened from the detail view:

1. Click Reopen
2. Optionally add a reopening note
3. Confirm Reopen

Reopening assigns the feedback to you and moves it back to Assigned. If it previously had a different owner, we’ll email them.

Filtering and reporting

On All Feedback you can filter by:

• Status (Unreviewed / Assigned / Closed)
• Owner
• Closure outcome (including legacy items with No outcome recorded)
• Labels, segments, sites, teams, and other usual filters

Status is visible in feedback lists and detail views, so you can answer questions like:

• How much feedback is still waiting for action?
• Are complaints being closed promptly?
• Who owns outstanding items?

How to use status effectively

A few practical guidelines we recommend:

• Assign early when follow-up is needed, so ownership is obvious
• Use notes (and outcomes when closing) so it’s easy to audit later
• Don’t leave feedback Unreviewed indefinitely — it should be a temporary state

Feedback status is designed to support closed-loop feedback.

In summary

• Feedback has three states: Unreviewed, Assigned, Closed
• The Feedback pages help you manage work through to completion and review it later in All Feedback
• Closing always records an outcome; reopening assigns the item to you

If you’d like help agreeing internal conventions for follow-up, just get in touch.