What the module does
- New suggestion: choosing a recipient group, a subject and a first message; optionally attachments. Anyone with the module assigned may create a suggestion - typically a driver. Only groups you are allowed to write to are offered; if none are left for you, the suggestion cannot be sent and the app tells you whom to contact.
- Communication as a chat - chronological messages with daily separators; the thread opens on the latest message. State changes are recorded as system messages directly in the thread.
- The author of the suggestion is shown by name and personnel number - both on the card in the list and in the thread.
- Attachments in messages.
- Suggestion states: New → Open (automatically after the recipient’s first reply) → Resolved. The Resolve button is only visible to a member of the resolving group or to the feedback administrator; the author of the suggestion never has it. Depending on your carrier’s settings, a new message reopens a resolved suggestion, or the thread is closed and you start new feedback for further communication.
- List filter: Active / Resolved / All. The list starts on Active.
- The number of suggestions with unread messages is shown by a badge on the tile. A push notification announces a new suggestion, a new message, a resolution and a handover to another group.
- Deletion - the administrator can delete any suggestion; the author only their own, and only until someone has responded to it (New state).
The module has two permission levels: the Feedback role allows creating suggestions and communicating in threads; the Feedback (administration) role additionally sees all of the company’s suggestions and manages recipient groups.
The My feedback list shows even an administrator only their own threads and those they handle. All of the company’s threads are in the Feedback administration table.
Differences between the phone and the web
- Feedback administration - web only, opened with a button in the list toolbar. It is the dispatcher’s working screen: a table of all the company’s threads with a filter by group and state, with the Unread, To 1st reply and Open for columns and the Open, Resolve, Hand over to another group and Delete actions. Suggestions are not created here - this table has no button for a new suggestion.
- Search - web only. The Search feedback… field goes through the subject, the author, the group name and the text of the messages. EDISONKA has no search.
- Handing a suggestion to another group - web only. If a suggestion was addressed to the wrong group, a group member or the administrator hands it over to another recipient group; the handover is recorded as a system message and the original group loses access to the suggestion.
- Managing recipient groups (name, colour, members, targeting) is available on the web only and only to administrators. A group member can be a staff member or a portal user (typically a dispatcher). A group has two independent sides: members resolve it, targeting decides who may write to it.
- Attachments - on the web you can attach any file including a document, at most 5 attachments and 50 MB per file. In EDISONKA you attach a photo, a video and a voice message; documents are only displayed in messages.
- Playback - on the web a photo is shown straight away and audio and video play after a tap; in EDISONKA only a voice message plays straight away.
- The filter choice - on the web the open browser tab remembers it; in EDISONKA the list deliberately always returns to Active.
- When there is nobody to write to - on the web the new suggestion button is disabled; in EDISONKA it stays active and sending ends with a message that no recipient group is available.
- On the web the conversation is aligned by the suggestion’s author (author on the right, the resolving team on the left) - the thread looks the same for all resolvers; in EDISONKA the user sees their own messages on the right.
- On the web an open thread refreshes itself (roughly every half minute) and the Refresh button loads new messages in the open thread as well, not just in the list.
Carrier settings
Whether you can reopen a resolved suggestion depends on your carrier’s settings.
- The author may reopen a resolved suggestion - when switched on, you reopen a resolved suggestion with a new message. Otherwise the thread is closed: instead of the message box you see an explanation, and you start new feedback for further communication.
- Groups you can write to - the administrator can restrict a group to a branch, depot or category. In the “To” picker you then see only the groups that concern you; if none are left, the suggestion cannot be sent and the app tells you whom to contact. This restriction affects neither threads already running nor handing a suggestion over to another group.