Why It Matters
Collecting direct feedback on resolved tickets helps IT leadership measure end-user satisfaction, identify training opportunities, and highlight areas where support quality can improve.
How It Works
There is no complex configuration required to enable satisfaction surveys—the system automatically handles the triggers on the backend! Once a ticket is successfully closed (either by the agent or by the user clicking “Solution works”), the survey workflow initiates instantly:
- End-User Experience: The user is automatically prompted with a survey form containing a simple 1-to-5 star rating scale and a comment box. This form is seamlessly accessible directly within the MS Teams Bot chat, the Employee Portal, or via an automated email link. If the user makes a mistake or changes their mind, they can easily return to the form and edit their rating and comments for up to 12 hours after the initial submission.
- Agent Visibility: Once the user submits (or updates) their rating, the results are permanently logged on the ticket. Agents and managers are notified and can easily view this feedback by opening the closed ticket and clicking on the newly visible Satisfaction tab in the ticket.
Next Steps
Create and close a test ticket under your own user account, fill out the 5-star survey via the Employee Portal or MS Teams, and verify you can still edit the response within that 12-hour window.
