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Admin Guide
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  • Introducing Deskpro
    • Deskpro Features and Benefits
    • Deskpro basic concepts
    • Account Types
    • Deskpro Interfaces
  • Creating Your Helpdesk
    • Cloud vs. On-Premise
    • Cloud Sign-Up
    • Custom Domains
    • Setting Basic Details
    • Disabling the Helpdesk
  • Launching Your Helpdesk
    • Personalize your Helpdesk
    • Organize with Departments
    • Set up your Agents
    • Decide on User Channels
    • Triggers for Automation
    • Extra Customization options
    • Launch the Helpdesk!
  • Importing Data
    • Helpdesk Data Importer: Zendesk
    • Helpdesk Data Importer: Kayako
    • CSV User Import
    • Import/Export via API
  • Managing and Deleting Personal Data
    • How To: Delete Knowledgebase Articles
    • How to: Delete Chats
    • How to: Delete Tickets
    • How to: Delete Users
    • How to: Delete Agents
    • How to: Export User Data
    • How to: Delete Guide Topics
    • How to: Delete Downloads
    • How to: Delete News Posts
  • Agents
    • Creating Agents
    • Agent Permissions
    • Permission Groups
    • Agent Teams
    • Logging in as an Agent
    • Monitoring Agents
    • Satisfaction Survey
    • Managing Agent Passwords
    • Editing Agent Profiles
    • Deleting an Agent
    • IP Whitelisting
    • Admin Access Log
  • Departments
    • Departments Overview
    • Managing Ticket Departments
    • Using Departments
    • Department Permissions
  • Email Accounts
    • Adding Ticket Email Accounts
    • Email Accounts and Triggers
    • Department/Email Links
    • Email Handling Options
    • Running an email-only helpdesk
    • Monitoring email accounts
    • Dealing with spam
  • Ticket Fields
    • Categories
    • Priorities
    • Workflows
    • Products
    • Custom fields
    • Field validation and display
    • Ticket form layouts
    • Ticket ref codes
  • Automating the Helpdesk
    • Triggers
    • Trigger examples
    • SLAs
    • Macros
    • Escalations
    • Satisfaction survey request
    • Round robins
    • Setting urgency automatically
    • Incoming Webhooks
    • Displaying IDs for items
    • Actions guide
    • Sending SMS alerts
  • CRM and usergroups
    • Usergroup permissions
    • User registration
    • Managing user passwords
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  • Portal
    • Basic portal settings
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  • Multi-Branded Portals
    • Setting up a New Brand
    • Feedback in Multibrand
    • Multi-Brands
    • Tickets in Multi-Brands
    • Agent Permissions in Multi-Brands
    • Ticket Triggers in Multi-Brands
    • Escalations in Multi-Brands
    • SLA’s in Multi-Brands
    • Snippets in Multi-Brands
    • Snippet Variables in Multi-Brands
    • Reporting in Multi-Brands
  • Chat
    • Chat setup
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  • Editing Templates
    • Introducing templates
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    • Variables in custom phrases
  • Localization
    • Date & time settings
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  • Deskpro Apps
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  • Authentication and SSO
    • Agent and user authentication
    • Understanding SSO options
    • Auto agent
    • Grant usergroup
    • Multiple usersources
    • Filtering a usersource
    • Importing user data
    • Active Directory setup
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    • JSON Web Token setup
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    • Wiacts Nopassword setup
  • Integration
    • Using web hook actions
    • Using the Deskpro API
    • Creating widgets & apps
  • Labels
    • Introduction to Labels
    • Managing labels
    • Merging labels
    • Setting label colors
    • Label permissions
  • Agent Interface Options
    • Automatic ticket locking
    • Setting ticket defaults
    • Time log and billing
    • Problems & incidents
    • Custom filters
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  • Anti-Abuse Options
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    • CAPTCHA settings
  • Exporting Data
    • Exporting data via API
  • Billing and Licensing
    • Cloud licensing
    • On-Premise licensing
  • Appendix
    • Deskpro Terminology

Satisfaction Survey

23/03/2017 26/10/2017

To help measure Agent performance, you can enable a Satisfaction Survey.

This will enable users to submit a rating (Positive, Neutral or Negative) and an optional comment on each Agent Reply that they receive.

Go to Admin > Tickets > Satisfaction to enable the Survey and edit settings.

../_images/satisfaction-enable.png

When the Survey is enabled, users will be prompted to respond to the Survey:

  1. When they receive a notification email about an Agent reply:

    ../_images/satisfaction-emailuserview.png

    If the user clicks any rating, they will then be taken to the Portal to submit an optional comment.

    ../_images/satisfaction-useremailclickthru.png

  2. When they view an Agent reply on your Portal:

    ../_images/satisfaction-userview.png

You can also choose whether Agents can see Satisfaction ratings and comments on their own Tickets:

../_images/satisfaction-agentview.png

Warning

The Satisfaction Survey will not work if the Portal is disabled. If you want to use the Survey, you must enable the Portal. If you don’t want to use the Portal, disable all the sections in the Portal Editor except the Knowledgebase, and add an article explaining that all your support is by email. That way, even if a User finds the Portal, they can’t use any of the Portal functions.

Survey Request Email

You can increase the response rate to the Satisfaction Survey by sending out a reminder email after the Ticket has been resolved, asking the user to complete the Survey. The email has links to rate the most recent Agent message on the Ticket.

../_images/request-feedback.png

You can set how long Deskpro will wait after the Ticket has been resolved before sending the follow-up email.

Note

When you enable the Survey request email, it will only be sent out for Tickets that were created after it was enabled.

The follow-up email is sent by an Escalations, which you can see and edit in Tickets > Escalations.

Click the edit template link to customize the Satisfaction email. See the chapter on Editing Templatesfor details of how to do this.

Note

The email is only sent out if an Agent has replied to the Ticket at some point. If a Ticket with only User messages on it is marked resolved, no Survey request will be sent (because there is nothing for the User to rate).

Satisfaction and Automation

You can use the Satisfaction rating in the criteria for Triggers, SLAS, Escalations and other automation. This way, you can have a Trigger/SLA/Escalation that only applies to Tickets with a certain rating.

You can also choose to execute actions based on incoming feedback ratings.

../_images/satisfaction-triggers.png

These Satisfaction triggers are also displayed in Tickets > Triggers > Ticket Update.

../_images/satisfaction-triggers-tup.png

You can edit these from either screen, but make sure you have enabled the Satisfaction Survey before you edit them from Ticket Update.

Viewing satisfaction data

You can access satisfaction data through the Reports interface:

../_images/satisfaction-report.png

The Feed view shows you details of recent ratings, while the Summary view shows you the total of each Sgent’s Positive, Neutral and Negative ratings for the current month.

You can also retrieve satisfaction data through the Reports interface by building a custom Report. See the Reports Manual for details.

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