Agents can view survey responses at the top of the ticket form if they have the necessary permissions. See the Understanding the customer satisfaction survey article for details on how to configure permissions to view customer satisfaction survey responses.
Movidesk can prompt customers to respond to a customer satisfaction survey when the customer views a Closed ticket, by emailing the customer via a trigger, or by presenting the survey after a chat conversation.
For more information, see the Understanding the customer satisfaction survey article.
To view a filtered list of survey results, users with the appropriate permission can go to Reports > Survey results to see a detailed and exportable list of each survey response.
To view an aggregated summary of customer satisfaction survey results, users can view a Dashboard that contains one of th
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Understanding the customer satisfaction survey structure
Granting permission to see customer satisfaction survey results
Analyzing survey results
A well crafted customer satisfaction survey is invaluable for measuring the performance of a customer support team. It also provides valuab
To configure a trigger to email a customer with the customer satisfaction survey, you can go to Configurations > Triggers and use this default Movidesk trigger as a reference:
Ticket is closed – Customer satisfaction survey pending – Only public tickets – Sends email survey to ticket requester
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