The Feedback Resolution report is where your team triages customer feedback, works it, and closes it out. It answers the question a list of responses cannot: what is still outstanding, who is on it, and how long has it been sitting there.
Where to find it
Open Reports in the left menu and choose Feedback Resolution, or go straight to app.retently.com/app/reports/feedback-resolution.
It works with the workflow you already have. If your team already marks feedback as resolved when they close it out, that is all the report needs. There is nothing to migrate and nothing to set up before it starts working.
Every response is in one of three states
Untriaged: nobody has touched it yet. This is your untouched backlog, and the tile carries the age of the oldest item so it cannot go quiet on you.
Open: someone is on it. The response has been moved to a status, and that status is not one that closes the loop.
Resolved: it has been moved into a status that closes the loop.
A response is only ever in one of the three. Use the workflow state selector in the filter bar to switch the whole page between them.
The numbers along the top
Needs triage, with the age of the oldest untouched item underneath.
Open, the number currently being worked.
Resolved this period, every resolution that landed in the selected date range, including older items cleared in a backlog push.
Resolution rate, measured against the feedback received in that period. It is deliberately a separate tile from the count, because the two are not a ratio of each other.
Median reply, how long a customer waits for a reply from a person.
Median time to resolve, with p90 alongside it.
Why a tile can read “n/a”
Some of these numbers need history behind them before they mean anything, and we would rather show nothing than show a figure that misleads you:
Median time to resolve stays blank until your account has at least 28 days of resolution history and at least 20 resolutions. The first cases a team closes are its easiest ones, so an early median reads far faster than reality and never quite recovers its credibility. The tile tells you how many resolutions you have so far.
Median reply counts only replies written by a person. If your campaign sends an automatic acknowledgement, it is not counted, because it measures how long the customer waits for a human, not for a robot. Accounts that rely on an autoresponder will see this read n/a.
Tiles that are still filling up show a “Collecting since” date so you know when the clock started.
The list underneath
This is the part that answers “has anything been dropped”. It shows the respondent, their score, the campaign, the age of the item, its current status, the assignee and the last note or reply, oldest first.
Click any row to open the full response. Select rows with the checkboxes to change status in bulk if you need to clear a backlog in one pass, and export the list as CSV to work it outside Retently.
Filters, tags and shareable links
One filter bar drives the whole page: workflow state, score segment, date range, campaign and feedback tag. Everything below it, the tiles, the charts, the list and the CSV, answers for the same scope.
The report opens filtered to Detractors. That is deliberate, since detractors are usually what a closed-loop process exists for, but it does mean the numbers you see on arrival are not your whole account. Widen the score segment filter to see everything.
Your existing feedback tags work here with nothing to rename. Start typing in the tag filter and the list narrows as you go. Pick one and the counts, the chart and the list all move with it, giving you every item currently sitting with that team, oldest first.
The chips under the filter bar show exactly what is applied, each with a single click to clear. Because every filter lives in the address bar, a link you send a colleague opens on precisely the view you were looking at.
Tags and statuses answer different questions
A response can carry several tags at once, and that is fine. Tags say who is involved, and there can be more than one. Status says how far along it is, and there is only ever one answer.
The charts
Backlog over time: untriaged, open and resolved stacked together, so you see the shape of the pile rather than a single number. It draws one point per day starting the day the report went live on your account. Nothing is invented backwards, so it becomes more useful every week it runs.
Time in status: where cases actually sit before they close. It appears once at least three of your statuses have history behind them, since below that it is the same measurement as time to resolve.
Who is closing the loop: who resolved what, and how quickly. Credit goes to whoever performed the resolve, so there is no assignee field to keep up to date for this to be accurate.
One thing worth knowing about Backlog over time: it is built from a daily snapshot, and those snapshots do not record which campaign a response belonged to. Filtering by campaign narrows every other part of the page but leaves this chart account-wide, because showing account-wide numbers under a campaign label would be worse than not narrowing at all.
Optional: adding your own statuses
Some teams want an in-between state for work that has been picked up but is not finished. This is optional, and you set it up yourself under Settings > Feedback statuses.
When you add a status you will see a Closes the loop toggle. It is the one setting that matters here:
Off: the item keeps counting as open. This is what you want for a working status such as In progress or Escalated.
On: the item counts as resolved. This is what tells the report an item is done, and it is reserved for statuses that genuinely finish the job.
Two extra statuses are usually enough: one for work underway and one for anything handed to another team. That is the whole setup.
If no status on your account is marked as closing the loop, resolution tracking is off and nothing can ever count as resolved. The settings page and the report will both tell you when that is the case.
This does not replace your help desk
Tools like Zendesk stay your case tracker. The Feedback Resolution report is the view for everyone outside the help desk who needs to see that nothing has slipped: the survey feedback your team owns, what state it is in, and how long it has been waiting.
If you have questions about any of it, reach out to us through the chat in your account.