how-to Send customer surveys

[chriscorcoran]

Hi

Does Hornbill have the ability to fire off surveys to customers to find out how there experience was of the support calls.

In our old service-desk system customers would receive a satisfaction survey normally after ever 10 calls that were closed.

Thanks

Chris

[Hornbill Staff DR]

Hi Chris,

thanks for your post.

Currently Hornbill does not offer a customer survey module/functionality as such. There is a rudimentary feedback facility presented to end users via the Portals. When their request is in a Resolved state the Customer has an option to leave a start-rating and a supporting comment before having the ability to close the call themselves or indicate that there is still an issue, in which case clicking the corresponding button will set the request back into an Open state.

Thanks,

Dan