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Getting the Focus of Customer Support Back on the Customer Where it Belongs

TeamSupport Tips and Tricks

[fa icon="calendar"] Apr 17, 2013 9:22:18 AM / by Joanne Hathaway

Sending A Customer Service Survey When A Ticket Is Closed

The best help desk customer support and customer service teams often utilize surveys to keep their finger on the pulse of the customer.

Surveys are a great way to solicit feedback and make sure that your customer support is meeting the expectations of your customers. Here's a tip on how to send a survey to your customer once a ticket has been closed.

When a ticket is closed, you have the option to send a special email - and customize the contents of that email to include a link to your survey tool of choice.

To do this, go to Admin->Custom Properties tab and select Ticket Status. Within each Ticket Type, you will see a set of Statuses - one of which you can set the "Closed Email".

Next, you will want to edit the email that is sent when the ticket is closed. To do this, go to Admin -> Email tab and scroll to the bottom where you see the Email Templates section. The email you want to select and edit is "Ticket Closed".

Just edit the body of this email to add your personalized message and a link to your survey system.

Additionally, NiceReply (which is a survey/feedback web app) has integrated with TeamSupport and has outlined how to setup the integration which you can see here.

Hope you readers found this one useful!

TeamSupport provides an easy to use yet sophisticated, web based helpdesk to make it easier for your customer service team to address and resolve customer issues.

Topics: Hints and Tips, Better Customer Service, collaboration, Integrated Customer Service, Effective Communication

Joanne Hathaway

Written by Joanne Hathaway

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