I think it would be very nice if Helprace could automatically send an "How would you rate our service" mail after 24 hours after solving a request, where people can give a mark from 0 to 10 about how they thought their request was handled. This information could then be accumulated in a reporting service that will tell support organizations something about how happy their users are!
We've added this function to Helprace. Check this guide on how to get started: Enabling and customizing customer satisfaction ratings
Thank you for your suggestion!
Please correct me if I'm wrong in the following statements:
This message should be sent after reply from an agent if ticket status is set to "Solved" (other statuses are ignored).
What if customer reopens the ticket and agent submit it as "Solved" second time (this may repeat a few times until customer considers the issue completely solved)? Should Helprace send this message again?
Thank you!
Well, the way I would see it... a ticket is set from Solved to Closed after 24 hours/48 hours, 5 days (should be configurable) when it was not "reopened" by a reply of the requester. After 24 hours (or different time frame, again configurable) after ticket has been set to closed, it's fair to assume (dangerous, i know) that the ticket will not be reopened again, and then we can send the "How would you rate our support" mail/question.
Sounds reasonable. Especially if you could configure the time frame for it.
By the way, Helprace closes Solved tickets using an Automation. By default ticket is closed after 4 days after it's marked as Solved. You can configure that on the Settings > Administrations page in the Admin Console.
Possibly sending that rating request should be done via Automations too. That would make it flexible and configurable...
By the way, you can learn more about Automations in this article:
Yeah, I had noticed... being a Zendesk user this part was pretty familiar ;)
We've started developing this feature. It is coming soon.
We've added this function to Helprace. Check this guide on how to get started: Enabling and customizing customer satisfaction ratings
