When you create a ticket, you can ask that the requester receives a notification when his ticket has been solved. Notif_Requester_1

Upon resolution, in this example, Geoffroy will automatically receive an e-mail when the ticket is in status “solved” or “closed”. In this e-mail, he’ll be able to give a feedback on the resolution of the ticket.

Notif_Requester_2

Clicking on 1 of the 2 links will open a web page where he’ll then (i) be able to provide a comment (optional) and (ii) see the company’s satisfaction level.

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Who can provide a feedback?

As you can see from above screenshot, it is not needed to log in Proxyclick to provide a feedback, all happens through e-mail and a simple web page. As a result, all users, even inactive ones, are able to provide feedback and see overall satisfaction level.

 

Where can I see the ratings and comments?

Admins and agents see the rating and comments directly in the ticket.

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Ratings are also provided in the reports, from where you can track the evolution of your staff satisfaction.

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Tip: be notified when a positive or negative feedback is given

As an admin or agent, you may want to be automatically notified when a rating is given. For this, just create the following automated action.

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(More info on how to create automated actions is provided here).

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