Surveys, Feedback and Ticket Closure
3 guides
Closure Procedures (End-User Closure Confirmation)
The article outlines closure procedures for tickets, focusing on end-user confirmation of closure. It explains the default process where end-users confirm the resolution before a ticket is closed. Features include enabling end-user closure confirmation, setting reminder emails, and applying varied settings per ticket type. Email templates can be configured for closure reminders. The article also details additional features like reopening closed tickets or sending different responses based on email timings. Special considerations are given for project tickets, which require separate configuration for closure confirmation.
One-Click Feedback
The article provides a comprehensive guide on setting up One-Click Feedback in ticket closure emails. It covers customizing email templates with feedback variables, configuring feedback options, and preventing false feedback from email link scanners. Feedback is collected when users click on images in emails, and they are directed to a portal where further comments can be optionally provided. The guide includes configuration steps, such as making comments mandatory and setting feedback recording preferences. Additionally, it addresses security settings to ensure feedback is genuine and outlines options for handling negative feedback.
Surveys
This article provides a detailed guide on setting up customer satisfaction surveys in HaloPSA. It covers survey creation, adding custom fields, configuring the survey link in ticket closure emails, and setting the percentage of tickets that trigger surveys. There is guidance on team-level configurations and how to handle end-user closure confirmation. The article emphasizes the importance of correctly configuring text and link variables to ensure surveys are properly sent and completed by end-users, alongside providing visual examples of each configuration step.