Details
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Type:
New Feature
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Status: In Review
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Priority:
Major
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Resolution: Fixed
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Affects Version/s: 4.4.0
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Fix Version/s: 5.13.0-b1
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Component/s: None
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Labels:None
Description
See https://requests.blesta.com/topic/give-feedback-after-support-ticket-closes
When a ticket is closed, include a special link that does not require authentication to "rate" the support received. A 5 star scale would probably be good, and a comment option also. Perhaps a conditional on the email template to determine if the ticket is closed, and a tag that generates the special link to rate. Should have a new email template that is sent out automatically after the ticket has been closed for a certain amount of time (Possibly configurable, number of hours after it's closed to send. 1-72 or something)
Ratings and comments should be logged for the ticket someplace, and viewable by admins with sufficient privileges. Only 1 rating should be stored per ticket, and if used again would update the original value. For example, a client could rate it 3 stars, then later update their rating to 5 stars if they use the original link.
Activity
Paul Phillips
created issue -
Paul Phillips
made changes -
| Field | Original Value | New Value |
|---|---|---|
| Description |
See https://requests.blesta.com/topic/give-feedback-after-support-ticket-closes
When a ticket is closed, include a special link that does not require authentication to "rate" the support received. A 5 star scale would probably be good, and maybe a comment option also. Ratings and comments should be logged for the ticket someplace, and viewable by admins with sufficient privileges. Only 1 rating should be stored per ticket, and if used again would update the original value. For example, a client could rate it 3 stars, then later update their rating to 5 stars if they use the original link. |
See https://requests.blesta.com/topic/give-feedback-after-support-ticket-closes
When a ticket is closed, include a special link that does not require authentication to "rate" the support received. A 5 star scale would probably be good, and maybe a comment option also. Perhaps a conditional on the email template to determine if the ticket is closed, and a tag that generates the special link to rate. Ratings and comments should be logged for the ticket someplace, and viewable by admins with sufficient privileges. Only 1 rating should be stored per ticket, and if used again would update the original value. For example, a client could rate it 3 stars, then later update their rating to 5 stars if they use the original link. |
Tyson Phillips (Inactive)
made changes -
| Issue Type | Bug [ 1 ] | New Feature [ 2 ] |
Paul Phillips
made changes -
| Rank | Ranked higher |
Paul Phillips
made changes -
| Rank | Ranked lower |
Paul Phillips
made changes -
| Description |
See https://requests.blesta.com/topic/give-feedback-after-support-ticket-closes
When a ticket is closed, include a special link that does not require authentication to "rate" the support received. A 5 star scale would probably be good, and maybe a comment option also. Perhaps a conditional on the email template to determine if the ticket is closed, and a tag that generates the special link to rate. Ratings and comments should be logged for the ticket someplace, and viewable by admins with sufficient privileges. Only 1 rating should be stored per ticket, and if used again would update the original value. For example, a client could rate it 3 stars, then later update their rating to 5 stars if they use the original link. |
See https://requests.blesta.com/topic/give-feedback-after-support-ticket-closes
When a ticket is closed, include a special link that does not require authentication to "rate" the support received. A 5 star scale would probably be good, and a comment option also. Perhaps a conditional on the email template to determine if the ticket is closed, and a tag that generates the special link to rate. Ratings and comments should be logged for the ticket someplace, and viewable by admins with sufficient privileges. Only 1 rating should be stored per ticket, and if used again would update the original value. For example, a client could rate it 3 stars, then later update their rating to 5 stars if they use the original link. |
Paul Phillips
made changes -
| Description |
See https://requests.blesta.com/topic/give-feedback-after-support-ticket-closes
When a ticket is closed, include a special link that does not require authentication to "rate" the support received. A 5 star scale would probably be good, and a comment option also. Perhaps a conditional on the email template to determine if the ticket is closed, and a tag that generates the special link to rate. Ratings and comments should be logged for the ticket someplace, and viewable by admins with sufficient privileges. Only 1 rating should be stored per ticket, and if used again would update the original value. For example, a client could rate it 3 stars, then later update their rating to 5 stars if they use the original link. |
See https://requests.blesta.com/topic/give-feedback-after-support-ticket-closes
When a ticket is closed, include a special link that does not require authentication to "rate" the support received. A 5 star scale would probably be good, and a comment option also. -Perhaps a conditional on the email template to determine if the ticket is closed, and a tag that generates the special link to rate.- Should have a new email template that is sent out automatically after the ticket has been closed for a certain amount of time (Possibly configurable, number of hours after it's closed to send. 1-72 or something) Ratings and comments should be logged for the ticket someplace, and viewable by admins with sufficient privileges. Only 1 rating should be stored per ticket, and if used again would update the original value. For example, a client could rate it 3 stars, then later update their rating to 5 stars if they use the original link. |
Paul Phillips
made changes -
| Fix Version/s | 5.13.0-b1 [ 12203 ] | |
| Fix Version/s | Short Term [ 10800 ] |
We should have a place to view aggregates as well. Overall support rating, individual staff rating, possibly staff rating for given time period. Maybe a separate task
| Story Points | 5 |
| Sprint | 5.13.0 Sprint 3 [ 218 ] |
| Rank | Ranked lower |
| Assignee | Abdy Franco [ abdy ] |
| Remaining Estimate | 0 minutes [ 0 ] | |
| Time Spent | 4 hours, 49 minutes [ 17340 ] | |
| Worklog Id | 17835 [ 17835 ] |
| Status | Open [ 1 ] | In Progress [ 3 ] |
| Time Spent | 4 hours, 49 minutes [ 17340 ] | 1 day, 4 hours, 44 minutes [ 45840 ] |
| Worklog Id | 17836 [ 17836 ] |
| Time Spent | 1 day, 4 hours, 44 minutes [ 45840 ] | 2 days, 4 hours, 36 minutes [ 74160 ] |
| Worklog Id | 17837 [ 17837 ] |
| Time Spent | 2 days, 4 hours, 36 minutes [ 74160 ] | 3 days, 4 hours, 34 minutes [ 102840 ] |
| Worklog Id | 17838 [ 17838 ] |
| Time Spent | 3 days, 4 hours, 34 minutes [ 102840 ] | 3 days, 7 hours, 14 minutes [ 112440 ] |
| Worklog Id | 17839 [ 17839 ] |
| Status | In Progress [ 3 ] | In Review [ 5 ] |
| Resolution | Fixed [ 1 ] |
| Time Spent | 3 days, 7 hours, 14 minutes [ 112440 ] | 4 days, 13 minutes [ 115980 ] |
| Worklog Id | 17882 [ 17882 ] |
| Sprint | 5.13.0 Sprint 3 [ 218 ] | 5.13.0 Sprint 3, 5.13.0 Sprint 4 [ 218, 219 ] |
| Rank | Ranked higher |
| Time Spent | 4 days, 13 minutes [ 115980 ] | 4 days, 4 hours, 21 minutes [ 130860 ] |
| Worklog Id | 17910 [ 17910 ] |
| Time Spent | 4 days, 4 hours, 21 minutes [ 130860 ] | 1 week, 59 minutes [ 147540 ] |
| Worklog Id | 17911 [ 17911 ] |
| Sprint | 5.13.0 Sprint 3, 5.13.0 Sprint 4 [ 218, 219 ] | 5.13.0 Sprint 3, 5.13.0 Sprint 4, 5.13.0 Sprint 5 [ 218, 219, 220 ] |
| Rank | Ranked higher |
| Time Spent | 1 week, 59 minutes [ 147540 ] | 1 week, 3 hours, 47 minutes [ 157620 ] |
| Worklog Id | 17953 [ 17953 ] |
We should add ticket ratings soon. Assigned to 5.13 for now.