In Freshdesk, the “ticket closed” email template allows the user to choose to rate their experience all in the same email. I’ve found that in HS, it must be a separate email sent out at an interval we choose. This seems to bombard the user with emails (especially if they are a customer who always has multiple tickets going). A simple “How was your experience, Bad, OK or Great” would suffice. If it’s part of the email telling a customer that an issue was closed, it’s more efficient and they can choose to respond, or not. I want to poll my customers for their experience after each ticket is resolved… but not if it means sending them yet another email.
JasonM,
I like this idea. I am thinking that this could be something that is elective based on the action of moving the ticket to a closed state. A check box perhaps, that allows you to choose to send a survey or not as part of the action of closing the ticket. The other alternative would be to include the survey as part of a closing email where you are essentially telling the customer, thank you we are closing the ticket.
Having the ability to do this would solve some of the problems that I outlined in my idea…
Thanks for posting this.
James
yes! I was looking for this functionality. Why send another email after I’ve already notified them the ticket was closed? That’s just spam.