> Hi Dev Team, > > Tell me what do you think about this: a rating system for operators > answers. > > The system should work that way: > When the ticket is finally closed (successful or unsuccessful) the > operator should send an email that contains a survey where the > user/customer will be able to rate the technical support: > 1. Time reaction; > 2. Was the answer ok for you ? > 3. Did we managed to fix your issue ? > 4. Will you contact us for if you encounter another issue? > etc .... > > The survey should be web based and have an unique ID (it can not be > filled twice) based on the ticket number. > > Any way the above questions are only an example .... OTRS admin should > be able to define all the questions and the ratings. > > That way we can measure our customers satisfaction and improve the > operators skills. > > Cheers, > > Daniel
Daniel, That is naturally a very good idea for any enterprise, organisation, to do surveys of customer satisfaction from time to time, to track what is going on, but I don't think it should be sent for every closed ticket. Neither do I think that it is useful to have such a feature in the software other than for periodical surveys. /G -- www.gh-webinteractive.com > > > ---- > This message has been scanned by BitDefender > and found to be clean. > _______________________________________________ > OTRS mailing list: dev - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/dev > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev > _______________________________________________ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev
