Configuring voting and Impact questions

Enable downvoting and collect importance, frequency, and urgency ratings from customers.

Written By Markus Palm

Last updated About 1 hour ago

Overview

Voting lets customers support a Request. Impact questions add context to that vote by asking how important the Request is, how often the customer would use it, and when they need it.

Configure voting rules for the portal and choose whether to ask Impact questions in each category.

Configure voting

To let customers downvote Requests:

  1. Go to Settings → Requests → Collection → Feedback Portal → Participation

  2. Turn on 'Downvoting' under Customer actions

Tip: Use guest voting to decide whether customers must sign in before voting. To hide popularity until a customer has voted, use vote-count visibility.

Configure Impact questions

  1. Go to Settings → Requests → Management → Categories and edit a category

  2. Open the Portal tab

  3. Turn 'Impact questions' on or off

  4. Click 'Save changes'

The questions cover three different signals:

  • Importance: How important the Request is to the customer

  • Frequency: How often the customer would use it

  • Urgency: When the customer needs it

After a customer votes, the portal can ask an Impact question they have not answered yet. Customers can also provide ratings from the Request itself.

Note: The three questions are enabled or disabled together for each category.

Find submitted ratings

Open the Request in Requests & Insights → Requests to review its Impact information and its Requesters. The Impact score helps you interpret the combined signals, while Managing Requesters covers individual customers and adding their ratings on their behalf.

FAQs