Tickets Tickets -> Ratings system for chats and tickets

[cashopoly]

I would like to see the following features implemented, if you haven't done so already;


Having the ability to create surveys to be displayed in the chat window either before a chat session is started or after chat has ended.

Pre-chat survey purpose is to gather additional information from the visitor before the chat is started; Example: what products interest you? What is your domain name? When do you plan to make a purchasing decision? and some data fields can be hidden populating field with data from a registered users account.

This information is display in the chat window along with the visitor's e-mail.

Post-chat survery purpose is to get visitor's feedback after a chat session. Example: Did this chat help you? Was the staff friendly?

-----------------------------

Keeping a survey history for visitors; possibly adding another tab in the win app and operator chat window called Survey History.

In the Staff CP have the ability to build reports from questions and answers;

example:
Question: Was the staff friendly? Yes (30) No (2)

[Varun Shoor]

This is on Roadmap for v3.1

Regards,

Varun Shoor

[alex1000]

We're using the current 2.X version, and are looking at upgrading to v3.0 once released. Can someone tell me the easiest way (if possible) to accomplish this one feature with v3 or v2...

Basically we want to send a link to a survey whenever a support ticket is closed automatically. So that the tech does not have to manually send one out per ticket, everytime the ticket is closed.

Adding the paragraph/link could be done to signatures, but we'd like to avoid that.

TIA.

Alex

[Harmolodic]

I would like to second this request.

I think the ability to send out a survey with each ticket as well as a better ticket rating system (I guess everyone will agree that the one currently implemented in 2.x is hardly useful) is very important for any professional helpdesk system. QA is one of the most important parts of support process and I hope more attention will be paid to QA tools in the future releases of Kayako.

[Francisco]

I support this request

[Francisco]

Requested, to keep track of it: http://bugs.kayako.net/index.php?do=details&id=338

[s00tie]

I know this was mentioned previously:

http://forums.kayako.com/showthread....ghlight=survey

But I too would very much like to see in addition to better reporting a method of automatically sending out a survey once x number of tickets have been closed per client.

Other products allow this feature and the management information gained from this is invaluable.

Thanks

[dunno]

In addition to post-ticket surveys the ability to create nice surveys for market data purposes would be a fine CRM addition to this suite.

[jaming]

Re: This is a nice request. I am also looking for this functionality

[nextcontact]

How about a multipurpose form builder that plugs data into customer’s support profile?

Not only to log bugs, feature requests and general improvement suggestions from the members, but to use for any need for a survey.

[rrnworks]

This would be great. It could also help auto populate the teamwork contacts module with basic user information besides their name and email (company, phone number, title, address, etc.).

[AreYouServed]

We just got our system setup yesterday (v 3.00.32 - hosted).

I've been looking for this survey / rating system, but am either blind, or not recognizing it for what it is.

Hoping someone can point me in the right direction.

[rakesh]

I'd like to see this capability as well and I'd like to see it integrated into Kayako so there's a complete feedback loop.

One should be able to see a summary of the positive and negative responses and drill down back to the ticket itself that was being rated to see what specifically elicited the responses. And I'd like to be able to generate survey ratings on a per agent basis so that I can see that all replies from agent X generated a satisfaction rating of 8.4 while agent Y generated a satisfaction rating of 6.3.

[IntKing]

I too was looking at this functionality, then decided to just add it in. Go to your Admin Control pannel, drill down to:

Dashboard » Templates » email_staffreply

At the bottom of the email_staffreply, add something like:

<{if $ticket[status] == "Closed"}>
Please take a moment and complete our online survey at <a href="http://somedomain/some/path/some.file?t=<{$ticket[fticketid]}>"> http://somedomain/some/path/some.file</a>.
<{/if}>


I included the {$ticket[fticketid]} as part of the query string so the page that it gets redirected to (a simple php form) will have a reference to the ticket that was closed.

Hope this helps.

Jeff.

[erikcw]

Originally Posted by IntKing

I too was looking at this functionality, then decided to just add it in. Go to your Admin Control pannel, drill down to:

Dashboard » Templates » email_staffreply

At the bottom of the email_staffreply, add something like:

<{if $ticket[status] == "Closed"}>
Please take a moment and complete our online survey at <a href="http://somedomain/some/path/some.file?t=<{$ticket[fticketid]}>"> http://somedomain/some/path/some.file</a>.
<{/if}>


I included the {$ticket[fticketid]} as part of the query string so the page that it gets redirected to (a simple php form) will have a reference to the ticket that was closed.

Hope this helps.

Jeff.

I tried changing the template, but the template didn't appear to change in my test tickets. I only have one temaplate setup, so I know I am working on the right one. Any ideas?

Thanks!
Erik