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Feedback and Survey

The Feedback and Survey feature in your ticketing system allows end users, requesters, and reporters to provide feedback on resolved tickets. This process ensures service quality evaluation and helps in continuous improvement.

Ways to Collect Feedback & Surveys​

1. Through the Portal​

a. Users can rate their experience with the ticket resolution directly within the ticketing system.

b. Rating options include Good, Average, Poor, and Very Poor (represented by stars).

c. Users can also add Feedback Comments for additional insights.

Portal Feedback Interface

2. Through Email​

a. Once a ticket is marked as Resolved or Closed, an email with a feedback survey link can be sent to the requester.

b. Users can provide ratings and comments via email without needing to log into the portal.

Email Feedback Interface

Who Can Submit Feedback?​

  • End User / Reporter / Requester – The person who raised the ticket can submit feedback on the resolution.

  • Requested For – If a ticket was raised on behalf of someone, they may also be allowed to provide feedback.

Benefits of Feedback & Survey​

  • Helps measure user satisfaction.
  • Identifies areas of improvement in service delivery.
  • Provides actionable insights for ITSM teams.

Feedback Configuration Options​

Survey Timing​

  • Immediate: Sent as soon as a ticket is resolved
  • Delayed: Sent after a specified time period (e.g., 24 hours after resolution)
  • Scheduled: Sent at specific times of day regardless of when the ticket was resolved

Response Options​

  • Star Ratings: Configurable scale (typically 1-5 stars)
  • Numeric Ratings: Scale of 1-10
  • Text Responses: Free-form comments
  • Multiple Choice: Predefined response options

Notification Settings​

  • Configure which ticket types trigger feedback requests
  • Set frequency limits to prevent survey fatigue
  • Customize email templates for feedback requests

Analyzing Feedback Data​

Reporting Capabilities​

  • Satisfaction Trends: Track changes in satisfaction scores over time
  • Agent Performance: Compare satisfaction ratings across support agents
  • Ticket Type Analysis: Identify which types of tickets receive better/worse feedback
  • Comment Analysis: Extract common themes from text feedback

Dashboard Integration​

Feedback data can be incorporated into dashboards for real-time monitoring of:

  • Overall satisfaction scores
  • Recent feedback trends
  • Areas requiring immediate attention
  • Top performing agents or teams