Ticket Feedback Configuration
Managers can configure feedback collection settings to gather insights from users after their support tickets are resolved. This feedback helps improve service quality and user satisfaction.
However there are a few side effects to be aware of when enabling feedback collection:
- The user will receive a notification once their ticket is closed, prompting them to provide feedback.
This interrupts with the usual flow of ticket closure - usually the user won’t receive any notification that their ticket has been closed because they don’t even see “Ticket Created”. - Feedback responses are stored in the database and can optionally be sent in a channel - the discord message will contain an attachment with the feedback details because of potential length.
Configuration
Section titled “Configuration”To set this up go in the dashboard and navigate to the “Feedback” section.
There you can configure all possible settings:
- Enable Feedback Collection: Toggle to enable or disable feedback collection for closed tickets.
- Feedback Channel: Specify a channel where feedback responses will be sent. If left blank, feedback will only be available in the dashboard when you view a ticket’s details. Analytics and an overview will be added in the future.
- Thank You Message: Customize the message users see after submitting their feedback.
- Feedback Questions: Define form fields to collect specific information from users. You can various types of fields: text input, text display and a select menu with predefined options.
User Experience
Section titled “User Experience”When feedback collection is enabled, users will receive a message in their direct messages after their ticket is closed. This message will contain the feedback form with the configured questions.