How to Set up Automated Email Surveys for Ticket Rating

This guide explains the process of setting up automated emails for ticket rating using the ProProfs Help Desk. By implementing this feature, you can gather valuable customer feedback, evaluate the quality of customer service, and analyze the proficiency of your agents. Automated emails are triggered and sent to customers once their tickets are closed.

Here's how the ticket rating email would appear in the user's inbox:

Benefits of setting up automated emails for support ticket rating:

• Obtaining Valuable Customer Feedback: By sending automated emails for ticket ratings, you can gather insights and opinions directly from your customers. Their feedback can help you identify areas of improvement and enhance the overall customer experience.
• Evaluating the Quality of Customer Service: The rating system allows customers to express their satisfaction levels based on their support experience. By collecting these ratings, you can evaluate the effectiveness and quality of your customer service operations.
• Analyzing Agent Proficiency: The feedback received through ticket ratings can provide valuable insights into the performance of your support agents. You can identify highly skilled agents and recognize areas where additional training or improvement is required.

Follow these steps to set up a ticket rating email:

Step 1: Open the Feedback Survey Section

From your account dashboard, go to Settings, then navigate to User Productivity and select Feedback Survey.

Step 2: Start a Survey

Click New Survey to begin creating a feedback survey.

Step 3: Select How You Want to Build the Survey

Choose one of the following options to create your survey:

• Template-based survey
  Pick a ready-made template to instantly generate a survey with preset questions.

• Custom survey
  Build your survey manually by choosing suitable feedback question types and adding your own questions.

Step 4: Configure Survey Settings

Once your questions are added:

• Configure the survey settings to define when the survey is sent and which inbox it applies to.

• Set the status to enable or disable the survey.

• Save the configuration to proceed.

Step 5: Set Question Weight Distribution

After saving, you’ll be prompted to assign weight values to each question.

• By default, equal weightage is assigned to all questions.

• You can adjust the weightage as required.

• The total weightage must be 100%.

• Weightage is used to calculate the overall feedback rating.

Proceed by clicking Next & Edit Email.

Step 6: Customize the Feedback Email

In the email template popup, customize the message that will be sent to users for submitting feedback. You can use the following placeholders:

• {{ticketid}} – Ticket reference number

• {{username}} – Name of the ticket requester

• {{feedbacklink}} – Link to the feedback survey

• {{ticketsubject}} – Ticket subject line

• {{lastmessage}} – Most recent response from the assigned user

Save the email once you’re done.

Step 7: Finalize and Enable

Complete the setup by clicking Save.

Once activated, the feedback survey is automatically sent to the user via email after the ticket is closed, based on the time defined in the survey settings.

And that's it! If you encounter any issues or have any questions, don't hesitate to reach out to our support team.