Customer satisfaction surveys

Satisfaction surveys ask the person who raised a ticket how happy they were once it is resolved. Open Ticketing → Satisfaction in the sidebar. Surveys come with the Ticketing module.

Switching surveys on

Surveys are off until an administrator switches them on in the Settings tab. Only tickets resolved after that are surveyed, so nobody gets emails about old tickets.

What the requester sees

After the delay you set (for example 2 hours after the ticket is resolved), the requester gets one short, branded email with your question and five faces, from Very unhappy to Very happy. Clicking a face opens a page with that face picked, an optional comment box and a Send rating button.

• Opening the link records nothing. Only pressing Send rating does, so email scanners that open links cannot rate for anyone.
• Each survey can be answered once. The link stops working after the number of days you choose.
• A rating given in the client portal after a ticket is closed counts the same way as an email answer.

Who is not asked

A survey is not sent when:

• the ticket was reopened before the email went out, or already has a rating;
• there is no email address for the requester;
• the same person was asked within the don't ask again period you set (so busy clients are not flooded);
• the ticket's queue, source or client is on your don't survey list, for example tickets raised by monitoring alerts.

These show as Not sent with the reason.

When a rating comes in

• The rating and comment are added to the ticket as an internal note, and shown in the ticket's Satisfaction panel.
• A low score (at or below the level you choose, 2 by default) opens a follow-up, and alerts the engineer who handled the ticket and anyone else you list. You can also choose to reopen the ticket automatically.
• On the Responses tab, open the follow-up, write what you did and mark it done. The note is added to the ticket too.

The hub

• Overview — CSAT %, average score, response rate, low scores waiting for follow-up, scheduled and not-sent surveys, the score spread and a weekly trend. Every tile opens the matching list.
• Responses — every answer with its ticket, engineer, client and queue. Filter by score, follow-up, email or portal, queue, comments, or search a ticket number or subject.
• Breakdown — CSAT, average and low scores per engineer, queue or client. Click a row to see its answers.

CSAT % is the share of answers that were Happy or Very happy (4 or 5). Response rate is the share of emailed surveys that were answered. The engineer is whoever was the main assignee when the ticket was resolved.

Settings

Administrators can change the question, whether to ask for a comment, the delay, the don't-ask-again period, how long links work, what counts as a low score, whether low scores reopen the ticket, who is alerted, and the queues, sources and clients that are never surveyed. Switching surveys off cancels any surveys waiting to be sent.