How to setup Satisfaction Ratings Survey?
Satisfaction Ratings feature allows the customer to send a feedback on the support experience he/she receives from you support team and helps you to get a glimpse of what your customers think about the support they receive, on resolving or closing their ticket.
This feature will be available on the Premium Plan only.
To enable this feature go to Admin panel and click on Ratings from System Settings section. You will see the ratings settings page here.
You can choose the status Yes/No to enable or disable this feature.
In flow option you can select when satisfaction survey email should be trigger to customer, here two options available for you:
Please note once you receive feedback from customer, ticket status will be changed to Closed from Resolved ticket.
You can add custom message about satisfaction ratings in Message box.
Give a name to Feedback emotions as per your choice, currently three emotion status available in AssistFlow.
Set duration for how long your survey will be available for customer to send feedback, this should be set in days. For e.g. if you select 2 days, your survey link will be activated till 2 days from the time survey email sent to customer.
Click Save button once you are done with all selection.
How customer will reply on satisfaction ratings
AssistFlow will send survey email to customer when their ticket status changed to Resolved/Closed, with link message and feedback emotions link. When they click on any of status below page will be displayed to them.
Customer can add their inputs and simply click on submit.
Satisfaction Ratings Feedback
You can check the feedback response from you Dashboard, in Ticket Stats feedback result will be available as shown below.