Enabling customer satisfaction survey for Tickets

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

The Ticket'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 Ticket window.

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

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