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Rate solution of Ticket

PostPosted: Mon May 09, 2011 9:38 am
by Tebodin
Anyone has experience with collecting feedback on Tickets?

When a ticket is resolved and closed, I would like to offer the employee to rate the ict department for resolving this ticket:
a. Excellent job
b. Good
c. Poor
d. Bad
e. Very bad

Now when the ticket is closed the employee get's an e-mail. In this e-mail I would like to offer the opportunity to supply feedback on the work of the ict department.

All suggestions are welcome!

Maybe have a field for this?

Re: Rate solution of Ticket

PostPosted: Wed May 11, 2011 10:57 am
by janstonselig
You can easily ask customers to respond with an option and it'll be added to the ticket, but to put the response into a UDF you'd have to go through some pains to parse that info out. The reason it will be painful is that you can't verify the way it will be sent back to you.

Personally, I would send them a survey every once in a while. They have free survey tools out there you can use and you can use business logic so they only get a survey once in a while instead of after every resolution.