To start using the Ticket feedback add-on, you should first configure email sending from Splynx.
Navigate to Config → Integrations → Add-ons, search for splynx-ticket-feedback and click on the install button:
Once the installation is completed, a new template will automatically be created in Config → System → Templates under the template type Ticket Automation:
You can edit this template according to your needs.
You can change the add-on settings under Config → Integrations → Modules list:
Once this is done, navigate to Config → Helpdesk → Ticket Automation and create a new rule with the following parameters:
In this example - All tickets with the Resolved status will be closed in 1 hour (being in the resolved status for 1 hour), and the customer will receive an email with the survey buttons:
The customer can then leave an optional comment about this ticket after selecting either survey button.
The admin will then receive a new ticket message with the reaction and comment in the closed ticket:
Lastly, you can view the customer's feedback under Administration → Reports → Ticket reports:
In the Customer feedback column:
1 - satisfied;
0 - not satisfied.
To learn more about how to automate the evaluation of Content, Timing and Feedback columns, please read Splynx AI.
You can also create a new canned response under Config → Helpdesk → Canned responses with the feedback buttons.
Add the relevant title, click on
Add feedback buttons - the template will be inserted automatically. Then click the
The new canned response will appear in the Canned responses list:
Now you can use this canned response when replying to tickets: