Survey in the emaill of close tickets?

BrianKirsinger

Greetings!
I want to put something like Smiley Survey in the emails that are sending when a ticket is closed to have a customer satisfaction. An idea is create a form and attach the link in a canned response but we know that our users will not click the link and writes the response. so an smeley survey directly in a email with just 1 click should be enough but i dont know how do that i was looking for plugins or mods in osticket but i couldn't find. Any help is aprecciated

ntozier

You would create a canned response that contains the link to the survey.
When your Agent(s) close a ticket they would select the canned response.

chemaprados

ntozier im interested in this topic. it´s possible send the response automatic when close a ticket and not manually?

BrianKirsinger

so there is no way to implements something like this? because nowadays i generate a dashboard (google data studio) with information like number of tickets is closed, time of response, number of tickets of each type. so the idea of a survey is add another atribute to my dashboard, something like "satisfactionlvl" and this atribute gets the value of the response of my users. If i generate a external survey can i "link" both softwares? i mean the response of the user in the survey can be "saved" in my Osticket db? to generate a dashboard with that? In first instance i think that i need to modify the code and add another atribute in ticket class of my DB but i not sure of all

ntozier

Off the top of my head, If the survey site that you choose has an API, you could write a script to pull the satisfaction rating from the site and update it in your osTicket database. You would just need to use the ticket number in in the form (likely as a hidden field). Although honestly I am not sure that you would want to store it in osTicket... unless you disable Agent ability to edit tickets. The last thing that you would want is for an Agent to edit the ticket to change their rating to be higher then they should be. (So you would still want to use the survey site to make sure that this isn't happening.)

BrianKirsinger

Ok, we going to use a canned response for our customer satisfaction. Its any form to autofill fields number ticket and help topic? we want that our client just type 1 answer. For example

1) Ticket number: #1111 (autofill)
2) Topic: Systems (autofill)
3) How do you rate our service?
😄 😄 😄 😄 😄 (client answer)

Thank you again and I look forward to your answer :

ntozier

It would really depend on the API of the survey site that you are using, but you can construct in the canned response a url and pass the ticket id in the url. I presume you could also pass the help topic also.

These variables might be old but you can always look at the templates to see if they have changed.
variable for ticket number: %{ticket.number}
variable for Help Topic: %{ticket.topic.name}

ntozier

@chemaprados
No, There is no "close ticket" notification in osTicket. This can only be done manually.

Well unless you want to write a plugin that sends the poll email / close notification when a ticket is closed.

valdomirovanzo

Hello partners, I had the same need to create a form for evaluating the service. This way I developed one on OsTicket, without the need to configure another platform. If anyone wants to use it or the community administrators, I'm available.

pjmeireles

valdomirovanzo
Hi there, if you can I'm interested in trying you survey.

Thanks

waleedtur

valdomirovanzo
Hello Valdomirovanzo,
I am very interested in trying your survey solution.
Best regards,

emunguiac

valdomirovanzo Hello, if you still offering your survey app I want to use it, please send me your contact info, this is my email: [email removed by admin]

LucaPasinetti

valdomirovanzo
Hi,
could you share with me the model?

ChrisMC

valdomirovanzo

Hello Valdomirovanzo,
I'm also interested in testing your survey solution. Can you please share it with me if possible?

Kind regards.

epurnomo

valdomirovanzo Hi, I'm interested in trying your survey

tombaja

Hello Valdomirovanzo,
I am the admin of our osTicket system at our university ([personal email censored by admin]) , and I am very interested in trying your survey solution.
Best regards,
Thomas.

KevinTheJedi

emunguiac

Please do not post personal info on this Forum.

Cheers.