Overview:
We’ve introduced a new feature to enhance customer feedback collection. When a support ticket is closed, customers can now provide ratings and comments directly from the closure email. This update is aimed at capturing accurate customer satisfaction data to further improve the quality of our support services.
Feedback option in ticket closure emails:
Customers will now receive a closure email with a built-in star rating system, allowing them to provide immediate feedback on their support experience.
Interactive feedback mechanism:
When customers click on a star, they are redirected to a dedicated feedback page where they can leave additional comments. Each rating is tracked with a unique URL for precise reporting.
Feedback recording and submission process:
The initial rating is recorded as soon as the customer selects a star.
Any additional comments or ratings provided on the feedback page will override the initial star selection at the time of submission.
There’s a 5000-character limit for comments, ensuring the feedback remains concise and relevant.
After submission, customers will receive a confirmation message: "Thank you! Your feedback has been successfully submitted," with the Grafterr logo displayed at the top.