Online Help | Web App

Enabling customer satisfaction survey for Incidents

Service Desk Incidents have the logical Rating Enabled field displayed on the Feedback sub-tab of the Incident window. When the Rating Enabled field is TRUE, the Self Service Portal provides the Incident requester with the ability to rate the satisfaction level from 0.5 to 5 stars and add a free-form comment.

The Incident's numeric rating and a comment are stored in the database, in Rating and Comment fields respectively, and displayed on the Feedback sub-tab of the Incident window.

Typically, as soon as an Incident is resolved, Alloy Navigator automatically sets the Rating Enabled Incident's field to TRUE and triggers sendsing a special e-mail notification. This notification prompts the Incident requester to rate his/her experience with support.

When the Rating Enabled Incident 's field is TRUE, the Incident requester can access the Self Service Portal, click the Rate it! button at the top of the Incidents’ page and then rate the support, optionally add a comment, and click Submit my rating to save the changes.