Satisfaction surveys and desk reports
One-click customer satisfaction ratings when a ticket is resolved, and reports on ticket volume, response and resolution times, SLA attainment and satisfaction by technician, customer and issue type.
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Satisfaction surveys
Switch on Ask for a rating when a ticket is resolved in Settings → Tickets (it's off until you do, because it emails your customers).
- Ten minutes after a ticket is resolved, its requester gets one email under your workspace's name with three links: Good, Okay and Bad. One click records the rating; the page that opens lets them add a comment. No sign-in.
- The requester is the portal user who opened the ticket, or the contact chosen as its requester. Tickets with neither aren't surveyed.
- Each ticket is surveyed once. A ticket reopened within the ten minutes isn't surveyed.
- The link works for 30 days, and the rating can be changed until then.
- The rating shows on the ticket. Customer rated a ticket is a notification you can switch on.
Desk reports
Desk reports in the sidebar covers the tickets opened in the period you pick:
- how many were opened, resolved and are still open;
- the average time to a first reply and to resolution;
- the share that got their first reply, and their resolution, within SLA;
- the satisfaction score (the share of answers rated good), by technician and by customer, and the latest ratings with their comments.
Group the ticket figures by technician, customer, issue type or priority, and download them as CSV. Inside a customer, the report covers that customer only.