Shift Feedback FAQ
Answers to common setup and operating questions about Shift Feedback.
For what the app is and how to set it up from scratch, see the
Shift Feedback Overview.
Setup
Do I need to configure anything before employees can submit feedback?
No. Once the app is enabled, feedback collection is on by default with sensible defaults: rating required, anonymous submissions allowed, tags enabled, and reminders on. The three most recent completed shifts are eligible, and the submission window is one week after checkout. You can change any of these under Settings, but nothing blocks employees from submitting on day one.
Who can access the Settings page?
Managers and above. The Settings tab appears in the Shift Feedback sidebar for anyone at the Manager role or higher. Regular employees see only the Home tab.
Permissions and access
Who can see the All Feedback dashboard and export data?
Managers and above. Admins see feedback across the entire business. For managers, visibility depends on whether your organization uses the organizational-role permission model:
- With organizational roles: the manager needs the View permission for Shift Feedback, and results are scoped to their assigned locations.
- Without organizational roles: managers see feedback only from their direct reports.
CSV export follows the same visibility rules. The export itself is controlled by the Enable Data Export toggle under Settings > Analytics and Reporting.
Why can a manager only see feedback from some employees?
When the organizational-role permission model is not in use, managers are scoped to their own direct reports. When it is in use, visibility is scoped to the locations assigned to the manager’s role. If a manager should see more, either assign them to additional locations or grant a broader organizational role.
Day-to-day
When does the feedback prompt appear?
The feedback form is offered right after an employee checks out from a completed shift. The employee can also return to it from the Shift Feedback Home page for any shift still within the submission window.
By default, ad-hoc shifts and early checkouts are excluded. An early checkout is one that happens more than one hour before the scheduled shift end. You can include either or both under Settings > Shift Type Exclusions with the Collect Feedback on Ad-Hoc Shifts and Collect Feedback on Early Checkouts toggles.
What are feedback tags, and can employees create their own?
Tags are short shift-experience labels employees choose when submitting. There are nine built-in tags: Busy, Calm, Stressful, Understaffed, Well Managed, Equipment Issues, Technical Problems, Good Team, and Difficult Customers.
You can turn tags off entirely with Enable Feedback Tags in Settings. You can also allow employees to type a custom tag (up to 50 characters) by enabling Allow Custom Tags. Custom tags are off by default.
How does anonymous feedback work?
When Allow Anonymous Feedback is on (the default), employees see a checkbox to submit anonymously. Anonymous submissions are never attributed to the person anywhere — the dashboard, the detail view, notifications, and the AI agent all show “Anonymous.” If you turn the toggle off, every submission is attributed to the employee.
Can an employee edit or delete feedback after submitting?
Through the API, an employee can update or delete their submission within 24 hours of submitting. After 24 hours, the submission is locked. There is no edit or delete from the web or mobile interface — only one submission per shift is allowed, and attempting to submit again shows a message that feedback has already been provided.
What notifications do managers get about feedback?
Two types, both on by default:
- New feedback — a notification whenever someone submits feedback, controlled by Notify Managers of New Feedback.
- Low-rating alert — an immediate alert when a rating is at or below the threshold, controlled by Alert on Low Ratings. The threshold defaults to 2 stars or below and can be set to 1, 2, or 3 under Low Rating Alert Threshold.
Notifications go to the shift’s assigned managers and the employee’s direct manager. Anonymous submissions show “An anonymous team member” as the submitter.
How do feedback reminders work?
When Send Feedback Reminders is on (the default), employees who completed a shift but haven’t submitted feedback get a reminder. The Reminder Frequency controls how often: every 24, 48, or 72 hours (default 48). Only one reminder is sent per shift — the system does not send duplicates. Reminders stop after seven days regardless of the feedback window.
What can the Shift Feedback AI agent do?
Through Ask AI, the agent can list feedback (filtered by period, rating range, or tag), show details for a specific submission, produce trend summaries and statistics, and pull up the asking user’s own feedback history. Browsing other employees’ feedback is restricted to managers and admins — regular users can only see their own. You can disable the agent entirely under Settings > Shift Feedback Agent with the Enable AI Agent toggle.
Does shift feedback feed into Mango Signal?
Yes. Every submission automatically sends a sentiment signal to Mango Signal. The 1–5 rating is normalized to a 0–1 score. Anonymous submissions feed in without identifying the submitter.
When something looks wrong
“I wasn’t prompted for feedback after my shift”
Three common causes:
- Ad-hoc or early-checkout shift — both are excluded by default. Check Settings > Shift Type Exclusions.
- Already submitted — only one submission per shift is allowed. If the employee already submitted, the prompt does not appear again.
- Feedback collection disabled — an admin may have turned off Enable Feedback Collection in Settings.
“I can’t find the feedback form for a shift I worked last week”
The shift may have fallen outside the eligibility window or the eligible-shift cap. By default, only the three most recent completed shifts are eligible, and the window closes one week after checkout. Check the Maximum Feedback Eligible Shifts (1, 2, 3, 5, or 10) and Feedback Window (24 hours to 2 weeks) settings. If the shift is older than the window or more recent shifts pushed it off the list, the form is no longer available.
“My feedback shows my name even though I chose anonymous”
The admin has turned off Allow Anonymous Feedback since the employee last submitted. When the toggle is off, the anonymous checkbox is hidden and all submissions are attributed. Previously submitted anonymous feedback remains anonymous — the toggle only affects new submissions.
Licensing and limits
Does Shift Feedback require a license?
Yes. Shift Feedback requires a license and is disabled by default. An administrator enables it from the Apps Marketplace.
What are the limits I should know about?
| Limit | Value |
|---|---|
| Rating scale | 1–5 stars |
| Submissions per shift | 1 per employee |
| Eligible shifts | 1, 2, 3 (default), 5, or 10 most recent |
| Feedback window | 24 hours, 48 hours, 72 hours, 1 week (default), or 2 weeks after checkout |
| Custom tag length | 50 characters |
| Comment length (kiosk) | 2,000 characters |
| Low-rating alert threshold | 1, 2 (default), or 3 stars |
| Reminder frequency | 24, 48 (default), or 72 hours |
| Reminder lookback | 7 days |
| Edit/delete window (API) | 24 hours after submission |
| Trend analysis period | 8 weeks |
| API pagination | 20 per page (max 100) |
More help
- Shift Feedback Overview
- Ask AI — the assistant answers Shift Feedback questions from these articles.