Softair could you make a Survey after a ticket is closed?

[elookers]

Hello,

I thought up another module which people would like is a survey to be sent to a user which could be sent automatically say 1 week after their support ticket is resolved where you could trigger it with a button or as a preset for all support tickets closed.

Well when I call Microsoft, or Adobe etc they send a suppport ticket to me to udpate status of an issue. Then when it closes they ask me to do a survey on how they performed etc. They link the Ticket ID and my details to that survey

Something like a followup say in 1 weeks time you could set on a user to send them a form to fill out which grabs the ticket ID and there full name, email could be used for stastical purposes to find out which support staff are rude, or do not have agood manner or took a long time to respond etc or any problems.

As all big companies Adobe etc they send you a survey after then companies whose staff use ticket can see any faults from staff.

This way the support staff can then have their performance and attitude and response time checked by a report which can be generated on the fly and links with a new module on support site survey feedback.

Similar to;

www.e-lookers.biz/survey This is a rough guide.

Thank you,

Leo

[jc11]

Hi Leo, we have also thought this may be a good new module, let us approach this nice modification and we will surely keep you and all other interested users informed thru this thread, all feedback will be appreciated.

Best,

[netFusion]

I would like to see a survey module as well.

I would even be happy with the ability to send a survey upon a staff member closing a ticket. So it could even be made a bit easier by using a manual check box or button on the staff ticket interface instead of having to run a task a week later.

Food for thought...

[jc11]

Thanks so much for your feedback netFusion, noted

Best

[ehoffman]

I would also purchase this nearly immediately from Softair....just don't want to keep you guys too overwhelmed!

[KB1]

Me too - I would buy this

[jc11]

Hi guys, this is now being developed at our Coding & Design Center, http://headquarters.softairltda.com we will keep you posted.

Can you list features that this module "must" have?

Best,

[Adam12]

Hey,

Here is some
-------------------

1) On and Off button for different departments for survey emails to be sent out.

2) Send survey after x min, hours, days, weeks from ticket being closed. (If BBC, or 3rd party email address, send to main address)

3) On ticket, have the option not to send a survey for that ticket when closing it. (Thats if this option is turned on for the department)

4) Log survey per ticket (like when you are viewing the ticket, up at the top; add a tab "Survey". Would go next to General, Post Reply, Forward etc...) and maybe have a report done in admin / staff area or a mass survey per staff and department.

5) Manually send survey per ticket (doesn't matter what department ticket is in)

6) Let us chose the questions that will be on the survey (like Custom Field for tickets)

7) The option of sending a direct URL in the survey email (index.php?_m=survey&_a=rate&ACY-713623) and have the option of manually entering the ticket ID on the survey page.

8) Custom template for survey. (Us being able to edit the sending out of email template, page looks and so on)

Think thats it for me, anyone else?

From,
Adam

[jc11]

Thanks Adam 12, all noted

Best

[ehoffman]

should respect group template settings, but other than that, what was mentioned above is well thought out. I have full confidence SoftAir can do this very well!

[jc11]

Thanks Eric, we will keep you posted.

Best,

[ehoffman]

JC, please respond to any of my emails to your firm. I don't know why A claims to suddenly not get my emails now.

Thanks.

[jc11]

Hi Eric, are you getting our replies? Andres is trying to contact you via gmail at this time, we have no reports of email issues here.

Best

[ehoffman]

thank you sir, messages resent to your gmail. I get yours. You suddenly stopped getting ours. Might be something to look into.

[jc11]

No problem Eric, good thing you opt to advice us via this forum

Best,