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Email Notification on New Ticket Feedback

gmd8 shared this idea 7 years ago
Under Consideration

The new ticket feedback system which sends clients a request for feedback is great. Currently, when feedback is left, it gets put in a report in WHMCS. However, it would be very useful and much more staff-friendly if it sent department staff/administrators a new email whenever feedback is left on a ticket by a client. If an option was added that allowed for this, it would be awesome.

Comments (6)

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Nice.

maybe open a ticket automatically for a manager to handle low score feedback?

also,

It's a bummer that we cannot edit / add questions.. there should be an option to ask other question and so on.

Since the ticket feedback requests will be sent to every ticket closed - we need a way to activate this per department, lets say we want only the support department tickets to be survey after a ticket been closed - and not the sales or accounting tickets.

Also there should be a way to allow customer to choose not to be survey again, there are some customer with high volume of tickets and there is no need to keep survey them again and again for every ticket - or at least give them the option not to be.

also,

The reporting are also problematic.

We need information by department, average of Rating per month, NPS, and so on and so on... now we can see all the information by admin - but we need also information summary by department.

also,

There is a bug with the ticket feedback request system.

We are using escalation rules to automatically close tickets that are in status "answered" for 24 hours,72 hours and so on (every department have different setting).We are using the escalation rules and not the "Close Inactive Tickets" in the Automation Settings since each department have different conditions and time frame to close the ticket.We set up the escalation rules to close the ticket and to add reply to the ticket and to the customer informing the closure of the ticket.The problem is that tickets the are closed automatically by escalation rules don't activate the sending of ticket feedback request.Only when we manually closed a ticket then a ticket feedback request is sent to the customer.The ticket feedback request should be sent when a ticket is closed whether manually be ad admin or automatically by the system (using escalation rules).

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I agree this is a good feature. The reason is vocal customers leave comments.

The customers who hate your service or who want to compliment your staff.

We have 12 people using the help desk and managers need to draw reports manually using "Ticket Feedback Comments". We do this once a week.

What would be better is if managers can be immediately be informed when tickets are rated with comments.I examined creating a hook for it but the 'Tickets" hook does not have a hook:

http://docs.whmcs.com/Hooks:Support_Tickets

No hook exists for "Support Ticket Feedback Request".Please either create a hook or support as easy to use feature where certain individuals can be notified is customers leave comments.

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We also would like to see ability to get *optional* notification when someone leaves a feedback. Now it's a manual process to go to reports and see if someone left a feedback.

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Here's another vote for email notification of support ticket feedback.

Or, at least allow us to disable the comments and permit a rating only.

We just realized that customers have been leaving feedback comments, and we did not have a workflow to view the comments in the report area. So we've not been responsive to those comments.

We'd like to have email notification, with the option of either "instant" notification, or a periodic scheduled summary (perhaps a daily or weekly report).

Until then, we'll have to turn the feedback feature off. We can't have customers submitting feedback if we're not able to respond in a timely manner.Thanks.

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It is indeed needed for manager to review all feedback from customer. The email notification after feedback is very importance. I have experience that customer have leave some comment with required action immediately, but we did not get it, due no notified silent feature for this.

Hope it have considered to implement soon.

Regards,

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Hi Montri,

This feature request is marked as This object is in archive! - So I guess (sadly) It wont be implement soon (or at all).

Regards,

Ram