Ticket Survey

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:

Once ticket is resolved, Ticket virtual agent will send out a resolved card. 

 

Click YES to answer the satisfaction question and you will get a card with feedback emojis on it.

Click on the emoji that best reflect your feedback

Once feedback is sent, Ticket virtual agent will send a thank you message

To reactivate a ticket:

Once ticket is resolved, Ticket virtual agent will send out a resolved card. 

 

Click NO to answer the satisfaction question and you will get the reactivated ticket card.

Fill out the Reason comment box and click Add Reason and the reason will be appended as a comment on the 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.

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