Submitting and Approving Appeals in the Hub

1. In the Inbox, choose the audit you want to appeal.

2. Click "Appeals" 

3. Select an approver from the dropdown. 

4. Choose the questions you want to appeal.

5. Add the appeal reason in comment box and post the comment.

6. Add any attachments as needed in evidence of the appeal.

7. Submit the appeal.

At this stage, an email is triggered to go to the selected approver asking them to approve/reject the appeal.

8. The selected approver (if applicable), now approves/rejects the appeal and can add comments as needed.

At this stage, an email is triggered to the selected approver and the user that submitted the appeal to alert them to the change of status to  'Approved for review' or 'Rejected'.

9. Where an appeal has been approved, a member of the Client Support team will review the appeal, add comments regarding decisions, make any necessary changes to the report, then categorise and "Complete" the appeal.

At this stage, an email is triggered to the selected approver and the user that submitted the appeal to alert them to the change of status to 'Reviewed', including comments from the Client Support team on decisions and reasons.

• Related Articles

• List of features for feedback sites

  Getting structured feedback from customers about your business is invaluable – it can help identify your strengths, but also where to make changes within the business, ensuring your business ticks all the right boxes for customers. Survey Features: ...

• Survey option: Getting photos from guests

  Sometimes, a picture tells a thousand words If you would like to invite guests to upload photos of their experience to your feedback site, just let us know - we can add an upload widget to the site, and you can view the results in The Hub.

• Audit feature: grouped questions

  Group similar, or themed questions together for analysis. Benefits: Get combined scores Group together questions for analysis outside of the structure of the audit questionnaire. You can even get combined scores for questions across multiple ...

• How to: respond to guest feedback

  Respond to your customers directly from The Hub after they’ve left you survey feedback. What are the benefits? Streamline communications Using HGEM’s Hub, a user can view their feedback data and respond to guests within the same inbox rather than ...

• How to: issue a Toggle gift card

  Once we have completed the HGEM-Toggle integration, you will be able to issue vouchers to your customers directly from The Hub after they’ve left you feedback, or in response to a complaint. Process View guest feedback in the inbox Select the option ...