Once you enable Satisfaction Surveys you can determine how your requests are sent to customers and at what frequency, as well as the actions that follow their feedback.
Settings
You control different aspects of your satisfaction surveys, such as:
If Users receive email notifications with Help Center links that take them to the survey to quickly rate your Agents' replies.
If and when your Users are automatically sent a survey request after Ticket resolution (e.g. 10 minutes or 3 days after a Ticket is marked as resolved).
If your Agents can view the User feedback on Tickets in the Agent interface.
Actions
You can toggle the Response Actions and set up Triggers to occur in response to each of the different feedback ratings; positive, neutral, negative. So that different Triggers can run for each different level of rating.
This enables you to action your feedback to ensure all your Users are happy with their ongoing support by creating automatic processes to respond directly to their satisfaction surveys.
If a User leaves negative feedback you can set up a Trigger to escalate the Ticket and reassign it to a specific Support Agent that is more equipped to handle dissatisfied Users.
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