Feedback surveys are offered differently to internal and external users/customers.
Internal Feedback Overview
- Responses from Ayin users.
External Feedback Overview
- Responses from non-Ayin users.
Internal Customer Feedback
Ayin employees are presented with the following feedback request after a solved ticket:
- Data is collected in a 3rd party app and does not import into Zendesk metrics.
The survey email asks How would you rate the support you received? and offers four ratings to click or tap: Excellent (a gold star), Good (green smiling face), Average (yellow face), and Poor (red frowning face). It notes that the feedback takes about 5 seconds, is powered by Customer Thermometer, and ends with a link back to the ticket for review.
- Management receives email alerts upon negative feedback (yellow or red).
The alert email is headed Red Alert! and reads Someone has hit a Red for your blast: Service Desk Thermometer, followed by the respondent's details: Email, First Name, Last Name, then Custom 1 (a link to the ticket number), Custom 2 (the assignee), Custom 3 (the account), and Custom 4 (the ticket subject).
- Metrics dashboard is available in Okta.
On the Okta dashboard, open the tile labelled TECHNOLOGY Internal Zendesk Feedback (it carries a bar-chart icon).
- Get instant feedback alerts in Slack (available upon request).
The Slack alert is posted by the Ticket-Survey Says! app and lists the ticket Subject, the Survey Rating (for example Gold Star), the ticket Status (for example Solved), the Requester, and a link to the ticket in Zendesk.
Additional Information
- All feedback data can be exported upon request. Email support@ayin.com to request an export.
External Customer Feedback
External customers are presented with the following feedback request after a solved ticket:
- All feedback is captured inside Zendesk and appears inside Zendesk Explore metrics.
The email greets the requester by name, states We recently solved your ticket: followed by the ticket subject, and asks How would you rate the support you received? with two buttons: a blue thumbs-up Good, I'm satisfied and a red thumbs-down Bad, I'm unsatisfied. Beneath the buttons is a link to review the request in the Help Center.
- Ratings and comments are automatically added to the ticket.
On the ticket, a Rating field shows the response chosen (for example a green Good, I'm satisfied badge) with the customer's comment directly beneath it.
- Satisfaction metrics can be accessed in Zendesk Explore.
In the Explore dashboard, open the Satisfaction tab (alongside Tickets, Efficiency, Assignee activity, Agent updates, Unsolved tickets, Backlog, and SLAs). Use the Time filter to set the date range (the dashboard shows the range as Currently viewing: start — end) and the Ticket group filter to select your group (for example TECHNOLOGY). Additional filters for Ticket brand, Ticket channel, and Ticket form are also available.
- Build an external feedback view in Zendesk. Click here for instructions.
Once built, the view appears under Your views in Zendesk (for example as TECHNOLOGY Feedback) with the number of matching tickets shown beside it.
- Get instant feedback alerts in Slack (available upon request).
The Slack alert is posted by the Ticket-Survey Says! app and lists the ticket Subject, the Survey Rating, the ticket Status, the Requester, and a link to the ticket in Zendesk.
Additional Information
- Ticket group owners receive an email alert for any negative feedback.
Internal Placeholder Reference for TECHNOLOGY
- Email: {{ticket.requester.email}}
- First Name: {{ticket.requester.first_name}}
- Last Name: {{ticket.requester.last_name}}
- Company: {{ticket.organization.name}}
- Custom 1: Ticket {{ticket.id}}
- Custom 2: {{ticket.assignee.name}}
- Custom 3: {{ticket.account}}
- Custom 4: {{ticket.title}}
- Custom 5: {{ticket.group.name}}
- Custom 6: {{ticket.tags}}
- Custom 7: {{ticket.ticket_form}}