The Ticket Feedback add-on is a powerful tool within Splynx designed to enhance your ticketing system by enabling you to gather and analyze feedback from your customers. This add-on allows you to send automated surveys to customers once their support tickets are resolved, providing them with an opportunity to express their satisfaction or dissatisfaction with the support they received.
Alongside the Splynx AI add-on, developed with AI technologies, this will provide you with a robust instrument to analyze and enhance the quality of your customer support service through a single report.
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: