Tickiti

Satisfaction surveys

When staff close a ticket, Tickiti can email the customer who raised it a one-question survey: good, okay or bad, with room for a comment. Administrators turn this on under Satisfaction surveys on System settings.

The Satisfaction surveys card: Ask customers how we did is ticked, with queue buttons for Inbox, Sales and Support, a wait after closing of 60 minutes, and at most one survey every 7 days per customer

Settings

  • Queues: leave them all unselected to survey every ticket queue, or pick the ones you want.
  • Wait after closing: a ticket reopened during the wait is not surveyed.
  • At most one every: a limit per customer, so frequent writers are not asked every time.

Tasks are never surveyed.

What the customer sees

The email has the three answers as buttons. Choosing one opens a page with that answer selected and space for a comment, and the answer is recorded when they click Submit. The link works for 30 days, and they can change their answer during that time.

The survey page headed How did we do? for a ticket, with Good, Okay and Bad buttons, a box for an optional comment and a Submit button

What staff see

  • The rating and any comment appear on the ticket as a staff-only line.
  • A perspective can filter on Satisfaction.
  • An automation can act on a rating, for example telling a team leader about a bad one.
  • The Satisfaction report adds it all up.