Somaya Support

Satisfaction Survey

Collect customer feedback and rating for each ticket.

Customer feedback plays a vital role in the support sector. You can collect customer feedback & ratings for every ticket you close. This way, you can measure and improve the quality of your support and agents.

How does it work?

Administrators can set multiple email templates for survey emails sent to the customer after x number of days of closing the ticket.

Customers receive the survey email, including links like Terrible, Bad, Good, Excellent, etc.

The customer is redirected to the feedback page after he clicks on one of the ratings in the survey email, where he can submit the optional feedback.

If enabled, the Survey window is triggered as soon as the customer closes the ticket.

A new admin menu, “Customer Feedback,” is added, which will list all feedback. Here, you can filter the feedback by ratings.

Rating and feedback are also shown in the ticket widget of an individual ticket.

You can also filter the ticket list by rating.

Ratings

Ratings can be customized as per your needs.

You can add/modify/delete the ratings.

You can set custom confirmation text for each rating which will be shown after the customer submits the feedback.

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