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This topic describes how to view a list of feedback items you have submitted, as well as details about a specific feedback item.
To view submitted feedback:
Go to Helpdesk > Feedback.
View the list of all submitted feedback items displayed on the page.
Review information such as rating, status, and other fields.
The feedback details page shows more information for a specific feedback.
To view details:
Go to Helpdesk > Feedback.
(Optional) Use filters to find the desired feedback.
Select the feedback ID to view information, such as the account under which the feedback was created, the individual who created it, and the rating.
Use the tabs on the feedback details page to access different types of information:
General
Shows the subject and description of the feedback.
Attachments
Shows all files attached to the feedback. To add more files, select Add.
Notes
Shows any comments that SoftwareOne added to the feedback.
Audit trail
Shows the for the feedback.
Share your ideas and feedback with SoftwareOne.
The Feedback page lets you share comments, suggestions, and ideas for improving SoftwareOne Marketplace.
Your feedback helps us improve the platform. We welcome all feedback about your experience, including both positive and negative experiences.
You can provide feedback by selecting the help icon in the header or through the Feedback page.
To submit feedback using the help icon, select , then choose Share Feedback.
To submit feedback from the Feedback page, go to Helpdesk > Feedback, then select Share Feedback.
When submitting feedback, you can add your comments, attach files, and rate your experience. For guidance on what information to include, see .
You can view your support cases on the Cases page, including cases that are processing, querying, or completed.
To view your cases:
Go to Helpdesk > Cases.
Review the list of all cases.
The list includes key information such as the case ID, reporter, assignee, creation date, and current status.
Learn about cases and how to manage them in the SoftwareOne Marketplace.
A case is a support request or inquiry created when you need more information or help with an issue. Cases allow you to communicate with SoftwareOne and track the progress of your request.
Each case includes important details, such as the case ID, reporter, assignee, status, and the conversation between you and the assignee or individual handling your case. As the issue is reviewed, the case status is updated so you can monitor its progress.
In the SoftwareOne Marketplace, each case includes a conversation thread, also called case chat, that lets you communicate with the assignee handling your case.
You can view and track your cases through the Cases page. From this page, you can also add a case using the Add option.
To open the page, choose Helpdesk > Cases from the main menu.
On the Cases page, you can use the Actions
View your SoftwareOne account team members in the platform.
The Account team page displays the SoftwareOne account team responsible for managing and supporting your account.
To view your SoftwareOne account team, select Helpdesk > Account team from the main menu.
This page shows the names of individual team members and enables you to start a chat conversation with them. You can also send an email or contact them by phone, based on their preferred communication methods.
Find the SoftwareOne contacts for your account.
View and manage support cases.
Share ideas and product feedback with us.
You can do this from the Helpdesk > Cases page, or directly from the Chats page.
To open case details from the Cases page:
Go to Helpdesk > Cases.
(Optional) Use the Filter option to locate the desired case.
Select the case ID to open the case details.
To open case details from the Chats page:
Go to Chats.
(Optional) Use the Filter option in the chat list to filter support cases.
Select a case to open the case details.
Manage the feedback you've shared with SoftwareOne.
If you picked the wrong rating by mistake or want to update your comments or suggestions, you can edit the feedback you've created.
You also delete the feedback if you changed your mind or no longer want to share your experience.
Feedback can only be edited or deleted if it's yet to be reviewed by SoftwareOne. If the feedback is already in a Reviewed state, it cannot be modified.
To update your feedback item:
Go to Helpdesk > Feedback.
(Optional) Use filters to locate the desired feedback.
Select the feedback.
On the feedback details page, select the dropdown arrow , then choose Edit.
In Edit feedback, do the following:
Change your feedback rating and description as necessary.
Select Save.
To delete your feedback permanently:
Go to Helpdesk > Feedback.
(Optional) Use filters to locate the desired feedback.
Select the feedback.
On the feedback details page, select the dropdown arrow , then choose Delete.
Reopen a closed case from the Chats page.
You can reopen a completed support case at any time if the issue remains unresolved.
When a case is reopened, its status changes from Completed to Processing. By default, the case is reassigned to the last assignee who handled it.
You can reopen a completed case from either the Cases page or the Chat page.
To reopen a completed case from the Cases page:
Go to Helpdesk > Cases.
You can create a support case from any of the following locations:
Select the help icon in the header, then choose Need help.
Go to Helpdesk > Cases, then select Add.
Go to Chats, then select + Support case
Regardless of where you start, the same Add case wizard opens.
To create a case:
Open the Add case flow from one of the available entry points.
In the guided Add case flow, complete the following steps:
Select the area you need help with, then select Next.
Review the available self-help resources. If you still need assistance, select Next to continue.
Provide details about your request or issue.
Select Add to submit the case.
After you submit the case, it is routed to the appropriate team based on the information you provide. You can view your submitted case on the Cases page. For more details, see View cases.
In Delete feedback, select Delete.
(Optional) Use filters to find the desired case.
Select the case ID.
In the case details pane, select the actions icon (•••), then choose Reopen.
Confirm that you want to open the case. The case status changes to Processing.
To reopen a completed case from the Chats page:
Go to the Chats page.
(Optional) Use the Filter option at the top of your chat list to find the desired case.
Select the case.
In the chat window, select the actions icon (•••).
Under Case, select Reopen.
Confirm that you want to open the case. The case status changes to Processing.
Learn about the different states of a feedback item.
Feedback represents your experience, comments, and suggestions about the SoftwareOne Marketplace and how we can improve it.
A feedback item can be in one of these states: Submitted, Reviewed, or Deleted. The following diagram shows the transitions between these states:
The following table describes the different states:
Complete (or close) a case chat if your issue is resolved.
You can mark a case as Complete when your issue has been resolved and no further assistance is needed.
Completing a case closes it. Any user in the account can close a case, regardless of who created it.
If additional assistance is required later, you can reopen the case. For more information, see .
To close a case from the Cases page:
Go to Helpdesk > Cases.
Submitted
The feedback has been submitted, but it's yet to be reviewed by SoftwareOne.
Reviewed
SoftwareOne has reviewed your feedback. If it's valid and actionable, we will handle it according to our project roadmap.
Deleted
The feedback is removed and no longer exists.
Select the case ID.
In the details pane, select the actions icon (•••).
Under Case, select Complete.
Confirm that you want to complete the case. The case status changes to Completed.
To close a case from the Chats page:
Go to Chats.
(Optional) Use Filters at the top of your chat list to find the desired case.
Select the case.
In the chat window, select the actions icon (•••).
Under Case, select Complete.
Confirm that you want to complete the case. The case status changes to Completed.
Learn about the different states of a case.
A case represents a request, incident, or inquiry exchanged between reporters and assignees in the Marketplace Platform.
A case can currently exist in these states after it has been created: Processing, Querying, or Completed. The following diagram shows the transitions between these states:
The following table describes the different states:
Processing
The case has been submitted. It has been assigned and is being worked on by the assignee.
Querying
The assignee has requested additional information or clarification from the reporter to proceed further.
Completed
The case has been resolved and closed by either the reporter or the assignee. You can case at any time.
