Encouraging Customer Feedback

[AndyGilly]

+1 from WW on this one as well

[Steven Boardman]

@Adrian Simpkins @AndyGilly I've added you as interested parties to this story. 

[HHH]

@Steven Boardman

Please add us as interested as well. It has been raised internally.
It's even harder for us who have external customers to get feedback since they cannot use SSO and go straight to the ticket.

[Steven Boardman]

@HHH no problem i've added you to this

[Alisha]

@Steven Boardman

+1 for us as well please. We'd like to be able to include a star rating in the resolution email, as well as a box for customers to provide extra comments. Has there been any development on this please?

[MichelleReaney]

+1 from us too. 

[Smurfy]

+1 here too

[Ben Maddams]

Was there ever any progress on allowing users to provide this feedback via their resolution email rather than through Service Manager?

Would be extremely useful, at the moment it is the thing that is stopping us implementing it.

-B

[Emily Patrick]

I'd be interested if there's been any further development on having a star rating that can be injected into the resolution e-mail template. 

I've got plans to try and improve the look of our resolution template to try and encourage more feedback too. 

[Paul Chambers]

+1

[HGrigsby]

+1 from us as well please

Helen 

[HHH]

We ran a competition. Give feedback to take part in a lottery and win a prize. It helped, at least for a while.

[JanS2000]

Please could we be added to the list of interested parties please? We do get feedback but not reflective of the number of calls we deal with and I think being able to select the star rating, and leave additional feedback if required from within the email itself would be more appealing to people who don't want to go to the portal to leave feedback.

[MacLean Ferguson]

This just came up as a topic for us as well. Would love to have this as a feature.

[samwoo]

+1 as well please

[katy_palmer]

Us too please, does anyone have the url that takes the customer to the pop up for the feedback? I have gotten lost in the endless streams of posts in the forum about feeback. 

 

 

[katy_palmer]

26 minutes ago, katy_palmer said:

@Steve Giller Is there any update on this please?

 

 

[JanS2000]

32 minutes ago, katy_palmer said:

Us too please, does anyone have the url that takes the customer to the pop up for the feedback? I have gotten lost in the endless streams of posts in the forum about feeback. 

 

 

Hi @katy_palmer, ours is https://live.hornbill.com/instancename/catalog/com.hornbill.servicemanager/request/incidentnumber.

I don't know if this is the same format for all instances though.

[JanS2000]

On 13/12/2018 at 18:33, Steven Boardman said:

Hi @HGrigsby it should be and it seems to work for me.

There are two translations strings to consider here 

One for the service portal (internal customers)

guest.com.hornbill.servicemanager.portals.servicePortal.home.requestView.details.resolve.pleaseRate

This one i have changed and you can see the output below 

The second is for the Customer Portal (external customers)

guest.com.hornbill.servicemanager.portals.portal.home.requestView.details.resolve.pleaseRate

There is only a very subtle difference in the translations strings .portals.serviceportal compared to .portals.portal for the customer portal

Could you check and let us know if you changed the appropriate one for your end users portal?

Steve

I know this is an old thread but I wondered if this function has since been removed as I'm struggling to find it so I can enable and test it. If it's available as standard without me needing to do anything, what's the variable I use in email templates? Thanks!

[Steve Giller]

I'm not sure of what's being asked here - the translation strings mentioned are still available, but these have nothing to do with email templates.

[JanS2000]

4 minutes ago, Steve Giller said:

I'm not sure of what's being asked here - the translation strings mentioned are still available, but these have nothing to do with email templates.

I may be misunderstanding this thread then @Steve Giller. The reply from Steven Boardman below mentioned the possibility of using a variable in email templates, to allow a customer to select a star rating within the email. My previous post picks up after where the translation strings were given. I can't find these translation strings.

 

[Steve Giller]

The translation strings are under Service Manager -> Translations:

Feedback directly in email was looked at but never had the support to be implemented, so no, it was not removed.

The email provides a link back to the Portal to view the Request, where if it meets the right conditions (e.g. Closed, Feedback enabled, Feedback window not expired) the Star Rating and any defined questions will be presented.