Creating a Feedback Report
Once a ticket has been marked as closed or resolved, an automatic email asking for feedback will be sent out to your customer. This Feedback Report will show you a breakdown of the responses gathered. This report also shows which support agent has feedback and whether this is positive or negative.
Choose the options from the form to select which metrics you want to report on.
You will be provided with two sets of data, one for the Agent feedback received. Whether it's been requested, received, positive, neutral, negative and a percentage total.
Secondly you will be presented with stats per Client. The same metrics as above, feedback requested, received, positive, neutral, negative and a percentage.
Keeping track on the feedback your support team are receiving is important to maintain good customer service. This report lets you filter the feedback based on Ticket Type, or by Client and you can choose a date period or you can leave it open as we've displayed above showing all Agents and clients.