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.
- Management receives email alerts upon negative feedback (yellow or red).
- Metrics dashboard is available in Okta.
- Get instant feedback alerts in Slack (available upon request).
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:
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All feedback is captured inside Zendesk and appears inside Zendesk Explore metrics.
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Ratings and comments are automatically added to the ticket.
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Satisfaction metrics can be accessed in Zendesk Explore.
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Build an external feedback view in Zendesk. Click here for instructions.
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Get instant feedback alerts in Slack (available upon request).
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}}