The service performs customer service functions of accepting and logging inquiries and contacts, then tracking responses and resolutions. It allows applications to create "cases" with documentation of those involved, their concerns or comments, and responses intended to resolve those concerns.
UsefulFeedback! provides a range of REST style web-services that allow both update and query operations such as case creation, adding case notes or retrieving case details to be invoked remotely. Tracking functions capture communications modes (phone, email, etc.) in addition to name, contact information, and relevant dates.
API methods support case creation, including contact type (complaint, comment, suggestion, etc.), person initiating the case, along with response address, contact method, time, and language. Methods also document the topic of the contact, the agent responding, action requested, and response undertaken.
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