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Allow opt-out of "Support Ticket Feedback" emails.

Christopher shared this idea 7 years ago
Declined

We really like this feature, but we've had a few customers who wish to opt-out of receiving the feedback emails after their ticket is closed.

Best Answer
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Allowing individual clients to opt out of Support Ticket Feedback emails is quite an undertaking from a development standpoint, as we would be introducing new functionality to the client database and interface. That being said, due to the complexity and moving parts of how clients work in WHMCS, we have little interest in introducing that functionality. We've looked through the feature request system and noticed a few different requests dealing with how we handle Support Ticket Feedback.

Would allowing admins the ability to determine which departments Support Ticket Feedback emails get sent to help in solving these issues? You can find the feature request here: https://requests.whmcs.com/responses/configure-specific-support-departments-for-support-ticket-feedback

Comments (11)

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Hi Abolfazl, please post questions about the product in the WHMCS general forums. The feature request system is dedicated to presenting valid, complete ideas to the WHMCS development team. You can find the forums here:

http://forums.whmcs.com/forumdisplay.php?14-Technical-Issues-and-Questions

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Hi Cole,

Thanks for the replay.We now have at least 32 votes to improve this feature - maybe not much, but I think this issue have an impact on the silent majority.

I understand that this is something that require some effort from the development team - but this feature is not really usable as it is now.

Having the ability to survey our customer and get their feedback - is a great feature and it's something we (and others) really like to do - so in general I would like to thank you for adding this feature to the system - but there are several things need to be improved so we can use this great feature.

1. Edit / add questions:

This is a nice to have feature.

Having the ability to change the questions will make it more suitable to each company special needs and relevant clients types and make this feature more flexible and support the business needs for each company.

2. Activate this per department:

This is more important

It will help us to close internal ticket or other departments that we don't need the feedback on.

3. Allow customer to choose not to be survey again:

This is the major issue....

We have customers that opens lots of tickets a day / a week - sending them over and over and over again the feedback request mail is something they consider as a spam.We would surly want to get their feed back every once in a while - but not in such quantity.

You suggested using the option to control it by department - but although this is a needed feature for some cases - it will not help us with the spamming issue (since we don't control to which department the customer is opening a ticket to.

The best thing will be to be able to set the amount of feedback request that will be sent to a customer in a given time period - lets say maximum 2 request a month - or something like that.

It should be a general setting that you can override at the customer level - so in general you set customer to get a feedback request twice a month - but if a customer having a history of complains of the service level- so in order to check his satisfaction we should send him feedback request for every ticket or up to 20 request a month etc..

But - If this is something too complicated to address now maybe the solution is to do something like that:

- Use the already existing Marketing Emails Opt-out option in the client profile - so when setting a customer so he will not get any marketing emails - he will not get the feedback request mails.

- Another option is to set the getting / not getting the feedback requests by client groups - so when creating a new client group there will be a setting if the customers in this client group will get the feedback request mails or not.

Any way - the issue here is to have the option to control is in the customer level (or customers if you use the client group option) - so it will be relevant to every ticket he opens - and not just by department.

4. Fix the bug that prevent sending of ticket feedback request when closing a ticket with escalation rules.

Well.. this is really a bug...When closing a ticket (no matter how) the feedback request should be sent (If we activated this feature...)

What do you say?

Thanks!

Ram

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Similar to what I'm looking for in https://requests.whmcs.com/responses/per-client-email-address-based-support-response-handling

only i was thinking of doing it on the admin side for all responses to certain email addresses that notify us of things, even though the opt out of closing and/or feedback emails would fall in line with this in a manner as well.