Ticket Survey is one way to gauge how well analysts are performing from a customer satisfaction experience.
When tickets are resolved, Ticket Virtual Agent (TVA) sends a survey card about the ticket asking the requester to rate their satisfaction with the ticket’s resolution.
If customers are satisfied with the work, they fill out a survey. If they are not satisfied with the work, the ticket is reactivated and any provided reason is added as a comment.
To answer a ticket survey:
To reactivate a ticket:
On Reporting dashboard, there is a Ticket Survey widget in pie chart format that gives a breakdown report of all ticket survey answers.
Hover on the chart and a breakdown in percentage will be displayed.