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.
¶ Settings
You can change the add-on settings under Config → Integrations → Modules list:
- Days to leave a feedback - set the expiration time limit for a feedback (in days). After the expiration time, the feedback cannot be sent. Set 0 if unlimited;
- Clarification message about negative feedback - enable the toggle to send a clarification message about negative feedback with no comments;
- Negative feedback clarification message template - select a template for the negative feedback clarification message;
- Message after positive feedback - enable the toggle to send a message after a positive feedback;
- Positive feedback reply template - select a template for a positive feedback reply;
- Satisfied feedback text - you can change the text for satisfied feedback in this field;
- Not satisfied feedback text - you can change the text for not satisfied feedback in this field;
- Message to ticket - here you can set the message that will be added to the ticket;
- Url get Code - Url with the get code that will be integrated into the ticket.
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 Add button.
The new canned response will appear in the Canned responses list:
Now you can use this canned response when replying to tickets:
