diff --git a/app/Http/Controllers/Admin/FeedbackController.php b/app/Http/Controllers/Admin/FeedbackController.php
index 26c785d..c244692 100644
--- a/app/Http/Controllers/Admin/FeedbackController.php
+++ b/app/Http/Controllers/Admin/FeedbackController.php
@@ -6,6 +6,7 @@
 use App\Enums\FeedbackType;
 use App\Http\Controllers\Controller;
 use App\Http\Requests\Admin\Feedback\FeedbackRequest;
+use App\Http\Requests\Admin\Feedback\ReplyFeedbackRequest;
 use App\Http\Requests\Admin\Feedback\UpdateFeedbackStatusRequest;
 use App\Http\Requests\PaginatedRequest;
 use App\Models\Feedback;
@@ -55,6 +56,7 @@ public function store(FeedbackRequest $request): RedirectResponse
     public function edit(Request $request, Feedback $feedback): Response
     {
         abort_unless($feedback->user_id === $request->user()->id, 403);
+        abort_unless($feedback->status === FeedbackStatus::Submitted, 403);
 
         return Inertia::render('admin/feedback/edit', [
             'feedback' => $feedback,
@@ -64,8 +66,6 @@ public function edit(Request $request, Feedback $feedback): Response
 
     public function update(FeedbackRequest $request, Feedback $feedback): RedirectResponse
     {
-        abort_unless($feedback->user_id === $request->user()->id, 403);
-
         $this->service->update($feedback, $request->validated());
 
         Inertia::flash('toast', ['type' => 'success', 'message' => 'Masukan berhasil diperbarui.']);
@@ -76,6 +76,7 @@ public function update(FeedbackRequest $request, Feedback $feedback): RedirectRe
     public function destroy(Request $request, Feedback $feedback): RedirectResponse
     {
         abort_unless($feedback->user_id === $request->user()->id, 403);
+        abort_unless($feedback->status === FeedbackStatus::Submitted, 403);
 
         $this->service->delete($feedback);
 
@@ -88,4 +89,11 @@ public function updateStatus(UpdateFeedbackStatusRequest $request, Feedback $fee
 
         return Inertia::flash('toast', ['type' => 'success', 'message' => 'Status masukan berhasil diperbarui.'])->back();
     }
+
+    public function reply(ReplyFeedbackRequest $request, Feedback $feedback): RedirectResponse
+    {
+        $this->service->reply($feedback, $request->validated('reply'));
+
+        return Inertia::flash('toast', ['type' => 'success', 'message' => 'Balasan berhasil dikirim.'])->back();
+    }
 }
diff --git a/app/Http/Controllers/Admin/Services/LetterRequestController.php b/app/Http/Controllers/Admin/Services/LetterRequestController.php
index ef06550..fab579d 100644
--- a/app/Http/Controllers/Admin/Services/LetterRequestController.php
+++ b/app/Http/Controllers/Admin/Services/LetterRequestController.php
@@ -54,7 +54,7 @@ public function update(LetterRequestRequest $request, LetterRequest $letterReque
 
     public function destroy(LetterRequest $letterRequest): RedirectResponse
     {
-        abort_if($letterRequest->status !== LetterStatus::Submitted->value, 403);
+        abort_if($letterRequest->status !== LetterStatus::Submitted, 403);
 
         $this->service->delete($letterRequest);
 
diff --git a/app/Http/Requests/Admin/Feedback/FeedbackRequest.php b/app/Http/Requests/Admin/Feedback/FeedbackRequest.php
index 0a32d11..aa899e8 100644
--- a/app/Http/Requests/Admin/Feedback/FeedbackRequest.php
+++ b/app/Http/Requests/Admin/Feedback/FeedbackRequest.php
@@ -2,6 +2,7 @@
 
 namespace App\Http\Requests\Admin\Feedback;
 
+use App\Enums\FeedbackStatus;
 use App\Enums\FeedbackType;
 use Illuminate\Foundation\Http\FormRequest;
 use Illuminate\Validation\Rule;
@@ -10,7 +11,15 @@ class FeedbackRequest extends FormRequest
 {
     public function authorize(): bool
     {
-        return $this->user()->can($this->isMethod('post') ? 'create-feedback' : 'update-feedback');
+        if ($this->isMethod('post')) {
+            return $this->user()->can('create-feedback');
+        }
+
+        $feedback = $this->route('feedback');
+
+        return $this->user()->can('update-feedback')
+            && $feedback->user_id === $this->user()->id
+            && $feedback->status === FeedbackStatus::Submitted;
     }
 
     public function rules(): array
diff --git a/app/Http/Requests/Admin/Feedback/ReplyFeedbackRequest.php b/app/Http/Requests/Admin/Feedback/ReplyFeedbackRequest.php
new file mode 100644
index 0000000..750597b
--- /dev/null
+++ b/app/Http/Requests/Admin/Feedback/ReplyFeedbackRequest.php
@@ -0,0 +1,20 @@
+<?php
+
+namespace App\Http\Requests\Admin\Feedback;
+
+use Illuminate\Foundation\Http\FormRequest;
+
+class ReplyFeedbackRequest extends FormRequest
+{
+    public function authorize(): bool
+    {
+        return $this->user()->can('reply-feedback');
+    }
+
+    public function rules(): array
+    {
+        return [
+            'reply' => ['required', 'string'],
+        ];
+    }
+}
diff --git a/app/Http/Requests/Admin/Services/LetterRequest/LetterRequestRequest.php b/app/Http/Requests/Admin/Services/LetterRequest/LetterRequestRequest.php
index b1a9456..dbc1dc1 100644
--- a/app/Http/Requests/Admin/Services/LetterRequest/LetterRequestRequest.php
+++ b/app/Http/Requests/Admin/Services/LetterRequest/LetterRequestRequest.php
@@ -17,7 +17,7 @@ public function authorize(): bool
 
         return $this->user()->can('update-letter-requests')
             && $letterRequest->user_id === $this->user()->id
-            && $letterRequest->status === LetterStatus::Submitted->value;
+            && $letterRequest->status === LetterStatus::Submitted;
     }
 
     public function rules(): array
diff --git a/app/Models/Feedback.php b/app/Models/Feedback.php
index 32c555c..114a10f 100644
--- a/app/Models/Feedback.php
+++ b/app/Models/Feedback.php
@@ -21,6 +21,7 @@ protected function casts(): array
         return [
             'type' => FeedbackType::class,
             'status' => FeedbackStatus::class,
+            'replied_at' => 'datetime',
         ];
     }
 
diff --git a/app/Services/Admin/FeedbackService.php b/app/Services/Admin/FeedbackService.php
index a5e4215..755537f 100644
--- a/app/Services/Admin/FeedbackService.php
+++ b/app/Services/Admin/FeedbackService.php
@@ -43,16 +43,19 @@ public function __construct()
 
     public function pendingCount(User $user): int
     {
+        if (! $user->can('update-feedback-status')) {
+            return 0;
+        }
+
         return Feedback::query()
-            ->where('user_id', $user->id)
-            ->where('status', '!=', FeedbackStatus::Resolved)
+            ->where('status', FeedbackStatus::Submitted)
             ->count();
     }
 
     public function paginated(User $user, int $perPage = 25, string $search = '', ?string $type = null, ?string $status = null): LengthAwarePaginator
     {
         return Feedback::query()
-            ->where('user_id', $user->id)
+            ->when(! $user->can('update-feedback-status'), fn ($q) => $q->where('user_id', $user->id))
             ->with(['user.profile', 'handler.profile'])
             ->when($search, fn ($q) => $q->where('subject', 'like', "%{$search}%"))
             ->when($type, fn ($q) => $q->where('type', $type))
@@ -73,10 +76,11 @@ public function create(User $user, array $data): Feedback
 
     public function update(Feedback $feedback, array $data): Feedback
     {
-        $feedback->type = $data['type'];
-        $feedback->subject = $data['subject'];
-        $feedback->message = $this->sanitizer->sanitize($data['message']);
-        $feedback->update();
+        $feedback->update([
+            'type' => $data['type'],
+            'subject' => $data['subject'],
+            'message' => $this->sanitizer->sanitize($data['message']),
+        ]);
 
         return $feedback;
     }
@@ -91,6 +95,18 @@ public function updateStatus(Feedback $feedback, string $status): Feedback
         return $feedback;
     }
 
+    public function reply(Feedback $feedback, string $reply): Feedback
+    {
+        $feedback->update([
+            'reply' => $this->sanitizer->sanitize($reply),
+            'replied_at' => now(),
+            'handled_by' => auth()->id(),
+            'status' => FeedbackStatus::Resolved->value,
+        ]);
+
+        return $feedback;
+    }
+
     public function delete(Feedback $feedback): bool
     {
         return $feedback->delete();
diff --git a/app/Support/PermissionCatalog.php b/app/Support/PermissionCatalog.php
index 536f105..922f9e3 100644
--- a/app/Support/PermissionCatalog.php
+++ b/app/Support/PermissionCatalog.php
@@ -50,7 +50,7 @@ class PermissionCatalog
     ];
 
     public const FEEDBACK = [
-        'view-feedback', 'create-feedback', 'update-feedback', 'delete-feedback', 'update-feedback-status',
+        'view-feedback', 'create-feedback', 'update-feedback', 'delete-feedback', 'update-feedback-status', 'reply-feedback',
     ];
 
     /**
diff --git a/database/migrations/2026_08_25_000006_create_feedbacks_table.php b/database/migrations/2026_08_25_000006_create_feedbacks_table.php
index b756bca..817f0e4 100644
--- a/database/migrations/2026_08_25_000006_create_feedbacks_table.php
+++ b/database/migrations/2026_08_25_000006_create_feedbacks_table.php
@@ -18,7 +18,7 @@ public function up(): void
             $table->text('message');
             $table->enum('status', FeedbackStatus::values())->default(FeedbackStatus::Submitted->value);
             $table->foreignId('handled_by')->nullable()->constrained('users')->nullOnDelete();
-            $table->text('admin_notes')->nullable();
+            $table->text('reply')->nullable();
             $table->timestamps();
         });
     }
diff --git a/database/seeders/RolePermissionSeeder.php b/database/seeders/RolePermissionSeeder.php
index aec69ad..cf869a1 100644
--- a/database/seeders/RolePermissionSeeder.php
+++ b/database/seeders/RolePermissionSeeder.php
@@ -91,8 +91,9 @@ public function run(): void
                 ...$manage,
                 ...array_diff($services, ['create-letter-requests', 'update-letter-requests']),
                 ...$users,
-                ...$feedbackSelfService,
+                'view-feedback',
                 'update-feedback-status',
+                'reply-feedback',
             ],
             'staff-keuangan' => [
                 'view-dashboard',
diff --git a/resources/js/pages/admin/feedback/columns.tsx b/resources/js/pages/admin/feedback/columns.tsx
index 1e8408b..5009ba4 100644
--- a/resources/js/pages/admin/feedback/columns.tsx
+++ b/resources/js/pages/admin/feedback/columns.tsx
@@ -1,6 +1,6 @@
 import type { ColumnDef } from '@tanstack/react-table';
 import { format } from 'date-fns';
-import { Eye, Pencil, Trash2 } from 'lucide-react';
+import { Eye, MessageSquareReply, Pencil, Trash2 } from 'lucide-react';
 import { RowActions } from '@/components/row-actions';
 import { StatusBadge } from '@/components/status-badge';
 import { Badge } from '@/components/ui/badge';
@@ -16,10 +16,12 @@ type CreateColumnsParams = {
     handleEdit: (feedback: Feedback) => void;
     handleDeleteClick: (feedback: Feedback) => void;
     handleStatusChange: (feedback: Feedback, status: string) => void;
+    handleReply: (feedback: Feedback) => void;
     statuses: StatusOption[];
     canUpdateStatus: boolean;
     canUpdate: boolean;
     canDelete: boolean;
+    canReply: boolean;
 };
 
 export const FeedbackStatusVariants: Record<
@@ -39,10 +41,12 @@ export function createFeedbackColumns(
         handleEdit,
         handleDeleteClick,
         handleStatusChange,
+        handleReply,
         statuses,
         canUpdateStatus,
         canUpdate,
         canDelete,
+        canReply,
     } = params;
 
     return [
@@ -109,31 +113,45 @@ export function createFeedbackColumns(
                 className: 'w-[100px] text-center',
                 headerClassName: 'w-[100px] text-center',
             },
-            cell: ({ row }) => (
-                <RowActions
-                    actions={[
-                        {
-                            label: 'Lihat Detail',
-                            icon: <Eye className="h-4 w-4" />,
-                            onClick: () => handleView(row.original),
-                        },
-                        {
-                            label: 'Edit',
-                            icon: <Pencil className="h-4 w-4" />,
-                            show: canUpdate,
-                            onClick: () => handleEdit(row.original),
-                        },
-                        {
-                            label: 'Hapus',
-                            icon: (
-                                <Trash2 className="h-4 w-4 text-destructive" />
-                            ),
-                            show: canDelete,
-                            onClick: () => handleDeleteClick(row.original),
-                        },
-                    ]}
-                />
-            ),
+            cell: ({ row }) => {
+                const isLocked = row.original.status !== 'submitted';
+
+                return (
+                    <RowActions
+                        actions={[
+                            {
+                                label: 'Lihat Detail',
+                                icon: <Eye className="h-4 w-4" />,
+                                onClick: () => handleView(row.original),
+                            },
+                            {
+                                label: 'Balas',
+                                icon: (
+                                    <MessageSquareReply className="h-4 w-4" />
+                                ),
+                                show:
+                                    canReply &&
+                                    row.original.status === 'in_review',
+                                onClick: () => handleReply(row.original),
+                            },
+                            {
+                                label: 'Edit',
+                                icon: <Pencil className="h-4 w-4" />,
+                                show: canUpdate && !isLocked,
+                                onClick: () => handleEdit(row.original),
+                            },
+                            {
+                                label: 'Hapus',
+                                icon: (
+                                    <Trash2 className="h-4 w-4 text-destructive" />
+                                ),
+                                show: canDelete && !isLocked,
+                                onClick: () => handleDeleteClick(row.original),
+                            },
+                        ]}
+                    />
+                );
+            },
         },
     ];
 }
diff --git a/resources/js/pages/admin/feedback/index.tsx b/resources/js/pages/admin/feedback/index.tsx
index 5349f28..8edfaae 100644
--- a/resources/js/pages/admin/feedback/index.tsx
+++ b/resources/js/pages/admin/feedback/index.tsx
@@ -3,7 +3,10 @@ import { DataTable } from '@/components/data-table';
 import { DeleteConfirmDialog } from '@/components/delete-confirm-dialog';
 import type { FilterField } from '@/components/filter-dialog';
 import { FilterDialog } from '@/components/filter-dialog';
+import { FormDialog } from '@/components/form-dialog';
+import InputError from '@/components/input-error';
 import { PageHeader } from '@/components/page-header';
+import TiptapEditor from '@/components/rich-text-editor';
 import { Alert, AlertDescription, AlertTitle } from '@/components/ui/alert';
 import { Badge } from '@/components/ui/badge';
 import { Button } from '@/components/ui/button';
@@ -23,6 +26,7 @@ import {
     destroy,
     edit,
     index as feedbackIndex,
+    reply as replyRoute,
     update_status,
 } from '@/routes/admin/feedback';
 import type { Feedback } from '@/types/feedback';
@@ -59,11 +63,13 @@ export default function FeedbackIndex({
 }: Props) {
     const [deleting, setDeleting] = useState<Feedback | null>(null);
     const [viewing, setViewing] = useState<Feedback | null>(null);
+    const [replying, setReplying] = useState<Feedback | null>(null);
     const { hasPermission } = usePermissions();
     const canCreate = hasPermission('create-feedback');
     const canUpdate = hasPermission('update-feedback');
     const canDelete = hasPermission('delete-feedback');
     const canUpdateStatus = hasPermission('update-feedback-status');
+    const canReply = hasPermission('reply-feedback');
 
     const filterFields: FilterField[] = [
         {
@@ -120,10 +126,12 @@ export default function FeedbackIndex({
         handleEdit: (feedback) => router.get(edit.url(feedback.id)),
         handleDeleteClick: (feedback) => setDeleting(feedback),
         handleStatusChange,
+        handleReply: (feedback) => setReplying(feedback),
         statuses,
         canUpdateStatus,
         canUpdate,
         canDelete,
+        canReply,
     });
 
     return (
@@ -155,6 +163,17 @@ export default function FeedbackIndex({
                     feedback={viewing}
                 />
 
+                <ReplyForm
+                    key={replying?.id}
+                    open={replying !== null}
+                    onOpenChange={(open) => {
+                        if (!open) {
+                            setReplying(null);
+                        }
+                    }}
+                    feedback={replying}
+                />
+
                 {canUpdateStatus && (
                     <Alert>
                         <Info />
@@ -202,6 +221,57 @@ export default function FeedbackIndex({
     );
 }
 
+function ReplyForm({
+    open,
+    onOpenChange,
+    feedback,
+}: {
+    open: boolean;
+    onOpenChange: (open: boolean) => void;
+    feedback: Feedback | null;
+}) {
+    const [reply, setReply] = useState(feedback?.reply ?? '');
+
+    return (
+        <FormDialog
+            open={open}
+            onOpenChange={onOpenChange}
+            title="Balas Kritik dan Saran"
+            action={feedback ? replyRoute(feedback.id) : ''}
+            resetOnSuccess
+            onSuccess={() => onOpenChange(false)}
+        >
+            {({ errors }) =>
+                feedback && (
+                    <div className="grid gap-4">
+                        <div className="grid gap-1">
+                            <Label className="text-muted-foreground">
+                                Subjek
+                            </Label>
+                            <p className="font-medium">{feedback.subject}</p>
+                        </div>
+
+                        <div className="grid gap-2">
+                            <Label>
+                                Balasan{' '}
+                                <span className="text-destructive">*</span>
+                            </Label>
+                            <TiptapEditor
+                                name="reply"
+                                value={reply}
+                                onChange={setReply}
+                                placeholder="Tulis balasan untuk pengirim"
+                                error={errors.reply}
+                            />
+                            <InputError message={errors.reply} />
+                        </div>
+                    </div>
+                )
+            }
+        </FormDialog>
+    );
+}
+
 function ViewDetailDialog({
     open,
     onOpenChange,
@@ -279,14 +349,22 @@ function ViewDetailDialog({
                             />
                         </div>
 
-                        {feedback.admin_notes && (
+                        {feedback.reply && (
                             <div className="grid gap-1">
                                 <Label className="text-muted-foreground">
-                                    Catatan Admin
+                                    Balasan
+                                    {feedback.replied_at &&
+                                        ` · ${format(new Date(feedback.replied_at), 'd MMM yyyy, HH:mm')}`}
                                 </Label>
-                                <p className="rounded-md border bg-muted/50 p-3 text-sm whitespace-pre-line">
-                                    {feedback.admin_notes}
-                                </p>
+                                <div
+                                    className={cn(
+                                        'rounded-md border bg-muted/50 p-3 text-sm',
+                                        richTextContentClass,
+                                    )}
+                                    dangerouslySetInnerHTML={{
+                                        __html: feedback.reply,
+                                    }}
+                                />
                             </div>
                         )}
                     </div>
diff --git a/resources/js/types/feedback.ts b/resources/js/types/feedback.ts
index 3db5ec9..73c4d96 100644
--- a/resources/js/types/feedback.ts
+++ b/resources/js/types/feedback.ts
@@ -36,7 +36,8 @@ export type Feedback = {
     subject: string;
     message: string;
     status: FeedbackStatusValue;
-    admin_notes: string | null;
+    reply: string | null;
+    replied_at: string | null;
     handled_by: number | null;
     handler: FeedbackHandler | null;
     created_at: string;
diff --git a/routes/admin.php b/routes/admin.php
index dfaf72f..fa65333 100644
--- a/routes/admin.php
+++ b/routes/admin.php
@@ -194,6 +194,7 @@
         ->middlewareFor(['edit', 'update'], 'permission:update-feedback')
         ->middlewareFor(['destroy'], 'permission:delete-feedback');
     Route::patch('admin/feedback/{feedback}/status', [FeedbackController::class, 'updateStatus'])->name('admin.feedback.update_status')->middleware('permission:update-feedback-status');
+    Route::patch('admin/feedback/{feedback}/reply', [FeedbackController::class, 'reply'])->name('admin.feedback.reply')->middleware('permission:reply-feedback');
 
     Route::prefix('admin/users')->name('admin.users.')->group(function () {
         Route::resource('lecturers', LecturerController::class)