Manage Contact Reasons
Better understand and evaluate assessments through context-related information
Contact reasons allow you to specifically categorize and analyze customer evaluations. By recording the specific concern, you gain valuable insights into the reasons behind each individual evaluation and can systematically identify trends as well as potential for improvement.
💡 What are contact reasons?
Contact reasons are predefined categories (e.g., "Technical Support", "Product Question", "Complaint") that can be selected when recording an evaluation. They help to better understand the context of the customer interaction and to specifically analyze evaluations.
✓ Prerequisites
To manage contact reasons, you need the Content Administrator role. Navigate to the administration menu to access the contact reason management.
The overview shows all created contact reasons at a glance
Create contact reasons
To create a new contact reason, follow these steps:
Click on "Contact Reasons" in the administration menu
Select the "+ Add Contact Reason" button
Fill in the required fields:
• Title (Mandatory field): The name of the contact reason as it will be displayed in the selection (e.g., "Technical Support", "Product Question", "Delivery Delay")
• Description (Optional): A supplementary explanation for internal purposes or for better orientation of employees
Save the new contact reason using the "Save" button
🎯 Global vs. Project-specific
Contact reasons can be used in two ways:
• Global: Available for all monitorings
• Project-specific: Only displayed for monitorings that are assigned to the corresponding project
Edit and deactivate contact reasons
In the overview, you can adjust or deactivate existing contact reasons at any time:
• Edit: Click on the edit icon in the "Actions" column to change the title or description
• Deactivate: Use the deactivate icon to remove a contact reason from the active selection
⚠️ Important: Contact reasons are preserved
Contact reasons can only be deactivated, but not deleted. This ensures that historical evaluations with assigned contact reasons can still be displayed correctly. Deactivated contact reasons are no longer available for new evaluations.
💡 Best Practices
• Choose clear names: Use unique, self-explanatory titles that are understandable for all employees
• Not too many categories: 5-10 well-chosen contact reasons are usually sufficient and prevent a loss of overview
• Check regularly: Review quarterly whether your contact reasons are still up-to-date and adjust them if necessary
• Use project-specifically: Use project-specific contact reasons if different teams require different categorizations