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Rating Support

Michael Brown
suggested this on February 11, 2009 15:30

I would love to see a review/rating system for tickets.  Requester would be prompted to review both the resolution and the agent that assisted with the ticket.  Help Desk owners could view agents rating via Reports.

 

Comments

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bobsievewright

That's a great idea, that way we have good concrete proof, centrally located on our performance and customer satisfaction....

February 12, 2009 03:32
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Charles.Hafslund

I was just thinking of this today.  Some sort of survey widget would be awesome.

February 16, 2009 09:00
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Rick Griffith

I was thinking of the same thing a few days ago. What about using Survey Monkey or similar and including the URL to the survey in an email message that is sent to the user when the ticket is solved?

February 18, 2009 09:46
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Mark Rothfield

certainly the most effective feedback is reported when gathered directly after the event. for example, a basic 1-5 score on each of the following would be ideal: responsiveness, helpfulness, agent expertise, overall satisfaction

the benefits of the survey being integrated into zendesk

- familiar interface/look & feel

- fast (no jump to 3rd party domain)

- ability to collate reports against other metrics e.g. SLA control

February 22, 2009 03:32
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Craig
Zendesk for Blackberry Beta

+1 - this would be a huge win.

February 24, 2009 21:30
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Björn Bauer

+1

We've created a widget that asks the customer to define an emotional position on the specific ticket.
Have a look here: https://blog.coremedia.com/cm/post/2526400/Give_us_a_Hint.html

A rating system would fit perfectly!

February 24, 2009 23:50
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Paul Keck

Bjorn, that's fantastic! Can we use your widget?

+1, btw

February 25, 2009 04:50
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Nichols, Andrew

I would really like to see this addition as well.

May 07, 2009 15:14
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Björn Bauer

Paul, Andrew!


Sorry for the long waiting, the Zendesk Forums strongly need a email notification feature!
Please find our Zendes Mood Barometer here in our contributions area.


https://contributions.coremedia.com/zendeskmoodbarometer

Please give us feedback!

Cheers,

Björn

May 14, 2009 02:23
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Morten Primdahl
Zendesk

Hi Björn, thanks for sharing your solution - it's great - we've been side tracked with other work but would love to incorporate it fully when given time. Just wanted to point out the "Subscribe" link at the top of the forum :-)

Best
Morten

 

May 14, 2009 02:42
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Björn Bauer

"Just wanted to point out the "Subscribe" link at the top of the forum :-)" .... ups :o)

May 14, 2009 03:31
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Patrick Breitenbach
eventbrite

We currently have a post-event survey that works well. One simple multi-choice question (How was your support experience: 4-Very Satisfied, 3-Satisifed, 2-Unsatisfied, 1-Very Unsatisified) and one open-ended question (How can we improve?).

Customers can be prompted to fill out the survey either via a link in the reply or via a separate email dedicated to inviting the customer to score the support.

Then, there would need to be a simple report to show each agent's average survey scores for a time period as well as overall score.

July 09, 2009 11:40
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Batista Zarpellon

Björn solution is great, but it would be good to have a way t gather the feedback if the user is just using email, not the web interface.

Any ideas?

October 15, 2009 17:41
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Björn Bauer

Hi Batista!


Thanks for the fish. We are currently thinking about providing a rating link in our solved mail.
Would be something like:
"Would you reccommend the Support to a friend?" Yes - No
or
"How would you rate the support?" 1 - 10

Then write this in our own DB together with ticket number.

We're not done with this yet, but any ideas or best practices are highly welcome.

Cheers,
Björn

October 16, 2009 00:41
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Batista Zarpellon

That's great Björn !

Do you think we would be able to generate satisfaction reports by agent within the Zendesk admin?


I like the "How would you rate the support" better.


One big "Please":  if you can, make it possible to translate the question, as we use ZD in another language.

Thanks again for this great extension!

 

Cheers,

 

Batista

 

October 16, 2009 06:17
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Björn Bauer

Hi Batista!

> Do you think we would be able to generate satisfaction reports by agent within the Zendesk admin?

We are currently not working on a widget that provides the gathered barometer data, but I'm always demanding it from my team...

Once they'll come up with this, I'll post it here.

> One big "Please":  if you can, make it possible to translate the question, as we use ZD in another language.

What do you mean with that exactly?

October 16, 2009 06:36
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Batista Zarpellon

Hi Björn!

> What do you mean with that exactly?

I am the text that goes to the end user (client) once the ticket get solved.

 

> We are currently not working on a widget that provides the gathered barometer data, but I'm always demanding it from my team...

- So at the monetm, how do you use the gathered data? The idea is to measure the satisfaction level each agent provides doing his job, right?

October 16, 2009 06:41
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Björn Bauer

I don't understand what you need from me as for the translation...?
What exactly are you asking for?

 

We have a simple list of all votings or all gathered barometer votes.

Our experience so far shows that the barometer is not a good tool to measure the overall experience of the customers. Customers are using to highlight their current mood and not their overall satisfaction with the support. We are getting really much "Sad"-votings while we are working on tickets. We usually don't get a better voring once the problem has been solved. The users are using it to make clear, that they are desperately relying on how help.

To get an overall satisfaction feedback the proposed email clicking thingis currently the best idea for that, as long as ZD won't provide such a thing.

(hell, did I just gave them another premium plan idea?) ;)

October 16, 2009 06:56
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Batista Zarpellon

Hi,


Let's see if I can explain my idea.

 

Currently, in our Help Desk (I'm about to move do Zendesk), in the footer of every message, I put something like this "If you have any problems with the handling of this ticket, please send us a message using our quaility control page", with a link to it.

That's the way I have to give a escalation channel for our clients. This channel goes directly to me, and quite often we get praises :)


So, what I would like to have in zendesk is something similar, or even a rating system (1 to 5, for example), so I could keep track on how well our agents are pleasing our customers.

 

But translation, I mean the message in the footer of the e-mail. Our customers speak Brazilian Portuguese, and we've already configured all the system messages that are sent to the customer to our language.

 

Hey, give ZD ideas, but no premium plans, please :)

 

October 16, 2009 10:21
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Patrick Breitenbach
eventbrite

We started out with putting a prompt in the footer to rate service and then added a auto-email 2 hours after case closure (this is all in Salesforce). And the email gets 10x the number of responses.

 

And I would highly recommend keeping it simple. Two questions: 1) rate support on some sort of scale (we use 1-4 = poor to great) and 2) open ended.

October 16, 2009 10:30
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Björn Bauer

Hi Patrick!


I am highly interessted in your way. Would it be possible to talk about it via email?
I'd be very pleased if you could contact me: bjoern.bauer@coremedia.com

Cheers,

Björn

October 19, 2009 01:25
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Jake Holman
Product Manager

Hey Guys,

Thanks for all the input, we'll be putting this to development to see if there's something that can be implemented here. I would imagine it would be along the lines of a rating as opposed to open questions - as the former is much less effort for end-users to update and results in more data being reportable by Zendesk rather than having to retrospectively analyse it yourselves!

Any further feedback is certainly welcomed.

Jake Holman
Zendesk Support

December 21, 2009 02:31
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Kai Hilton-Jones
hhanks

That's great news.

This temporary solution works for us, in case someone wants to implement something in the meantime:

https://support.zendesk.com/forums/1847/entries/88522

December 21, 2009 02:37
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Jake Holman
Product Manager

Hey all,

Just an update here: no progress yet ;) But, it's something we'd love to look at, and we're thinking of a rather deep feature on this. Ratings encompass Forums, Tickets, Reports, etc, so it will take us a while to figure out the Feature and implement it.

Jake Holman
Zendesk

February 18, 2010 15:02
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Francisco
Hi Jake, It's great to hear you guys are considering this. It is also good that it will be a deep feature, but it would be even better to have a "less deep" feature, but sooner. From my end (and perhaps for other clients) having the ability to measure ratings on tickets is more than enough for now.
February 19, 2010 06:22
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Patrick Breitenbach
eventbrite
I'd echo the sentiments toward shallow and fast. We have a simple two question post-inquiry survey (rate support 1-4, open-ended) which works very well. On the back-end, attach the score to the case and provide a report.
February 19, 2010 09:26
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Jake Holman
Product Manager

A "Quick" feature isn't going to happen, it's just not as simple as one might think. What's more, it just means a longer wait time on a richer feature, due to wasted time on a lackluster one.

Jake Holman
Zendesk

February 19, 2010 09:30
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Chris K
animoto

Its good to hear that you are thinking about this, I do think it is essential in the grand scheme of things.

In terms of key customer service metrics we monitor, it tends to be the number of incoming tickets (drilling down by type/tag) and the resolution time. What is missing is the whole customer satisfaction side of things.

I would love to see a solution for this, incorporating a few elements:

  • Rating of specific topics in the forums. Either on a scale of 1 to 5, or more generally "Was this Helpful, yes or no". This can help float useful pieces to the top, and where admins are using forums more as curated knowledge bases, give some indication of the effectiveness of content.
  • Exit surveys. So, integrating with a survey tool and sending an invitation to a subset of all users whose tickets have been solved. Here we get an indication of the quality of support, traceable back to a specific agent - helping with goals/accountability. Whilst I like the mood barometer, I feel this would be better served by email. I've been thinking a bit about how the actual survey would be implemented for our company, I'm thinking net promoter score would provide a solid metric here.
March 11, 2010 05:45
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Michelle
BigTent

I agree with the "shallow and fast" feature because a) I'd love to see a rating functionality sooner rather than later, and b) all we really need is a score from 1-5 in response to "how did we do?" that a user could specify via email or online and that would get attached to the case. Thanks!

March 19, 2010 12:28
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Chad Thomas

+1

May 17, 2010 12:01
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Jake Holman
Product Manager

I see many +1s, subscribers, but no votes! Anyway, this will be planned relatively soon. No ETA I'm afraid, but you have my word it will be glorious. 

May 17, 2010 12:20
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Björn Bauer

and please...don't make it a premium feature!

May 21, 2010 00:47
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Sahil Parikh

This is a great feature to have. I just opened a support request and someone pointed me to this thread. Currently there is no way to gauge how our team is doing. I hope this is released soon. Something simple will do at first. Then, take our feedback and make it complex :-)

Thanks!

Sahil
DeskAway

June 08, 2010 20:48
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Arthur Tew

My company, Infused Industries, Inc., has recently adopted Zendesk as our helpdesk provider.  The request for end-user ratings on ticket handling was the first request from my colleagues, who are getting to know the system.  This is an essential feature for our helpdesk.  

Thank you Zendesk for giving this thread some attention.  I am eagerly awaiting an update on the development of this tool.

Best,

Arthur

July 08, 2010 06:16
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Chris K
animoto

For end-user ratings on ticket handling, we found that integrating with a survey tool such as Survey Gizmo worked really well.

http://www.surveygizmo.com/survey-blog/integrate-customer-feedback-...

It allowed us to develop a more in-depth and customized survey, giving us a better insight into how the user felt the ticket was handled.

July 08, 2010 06:22
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Arthur Tew

Chris K, thank you for the rapid feedback.  I will be reviewing that option, but still hope to see a built in system from Zendesk soon.

 

Cheers!

July 08, 2010 06:39
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Patrick Breitenbach
eventbrite

C'mon Zendsek, this thread is 1.5 years old. This is a relatively easy feature to implement and obviously widely requested. Use some of that new fee income already!

July 08, 2010 09:01
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Jake Holman
Product Manager

Playing a some-what devils advocate here, what sort of rating systems have you guys used in the past? Which had the most value in your opinion? What did you use the ratings for (if you used it for your own company or product that is)?

I have some pretty strong theories about how voting/rating should actually be done, so it would be really interesting to see what you guys think too!

July 22, 2010 05:21
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Björn Bauer

Jake, I thought you guys are already on the run...!

In february this year you told us that this has gone into development.
Now you're asking how "we" are doing this kind of stuff.

Does not sound as if a rating is just around the corner!

July 22, 2010 05:24
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Jake Holman
Product Manager

@Bjorn, seems like I've been misunderstood - I said we'd ask the development team how easy something like this would be to implement which is something we often do; at no point did I say this was being built by development or give an indication on any sort of ETA. 

As is common with such rich features as this, we like to gather as much feedback as possible, no matter what stage we're at with it. 

July 22, 2010 05:30
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Patrick Breitenbach
eventbrite

It's very simple and the absence of it is a show-stopper for ZenDesk. When the case is resolved, send out an email to the customer inquiring how they felt about the case handling. One question should distill into a numerical rating (Great, Good, Poor, Very Poor) and the other question should be open ended. The response should be recorded with the case and there should be reporting to see how well scores do over time as well as amongst different agents. Keep it simple.

July 22, 2010 08:24
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Jake Holman
Product Manager

@Patrick, do you think people understand the boundaries around what makes something great, or what make it 'just good'? Are these agreed upon between other people? Probably not, it's likely why star ratings don't work out very well (people tend to vote in extremes, 1 star or 5 stars, because they don't understand what solidly constitutes as a 3 star) and why the simple 'like' or yes/no question works out so well for gathering opinion. What do you think?

July 22, 2010 08:29
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Patrick Breitenbach
eventbrite

Works fine for us and very actionable. I'm not sure it has to be perfect. It just needs to exist. If you want to make the labels user-defined, fine. If you want to do "like", fine. If you want yes/no, fine. Just do something. One question should be numerical and the other open-ended. It's been 1.5 years since the original post was made, a lot of people have agreed and it's a glaring omission from the product.

July 22, 2010 08:35
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Jake Holman
Product Manager

@Patrick, thanks for the feedback. I'm not arguing that it's not going to be done - and I can agree with everyone here that it should be in the product, and will be in the product. What I don't want to do is implement a feature that everyone likes the idea of, only to implement it incorrectly - hence the questions. 

Out of interest, how to you collate, manage and action the open ended questions you're currently asking customers?

July 22, 2010 08:44
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Igor Vuksanović

Hi Jake,

I think Zendesk is missing a feedback after the ticket is solved. For my company the question is: "How does the person feel about the ticket resolution?" Is he/she happy, furious, disappointed etc. It doesn't have to be rating... even better if it isn't.

We can track the time it takes for ticket resolution, but we don't know if the requester is happy with it.

Hope this helps.

Igor

July 22, 2010 12:16
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Patrick Breitenbach
eventbrite

Certainly depends on case volume but a 10% or 20% response rate on a few hundred daily cases is pretty manageable. As case volume rises, maybe you only spot-check or look at the highest and lowest scored. But this is all a good problem to have. Which isn't possible right now with ZD.

July 22, 2010 12:26
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Michelle
BigTent

Just adding my two cents here, but if the ratings questions were to go out in a SEPARATE email after the case is solved, we would not use them. Our customers already deal with email overload and it would be inappropriate to send ANOTHER email after their issue is resolved. I'd like to be able to add it to existing emails, particularly the "solved" template or even at the bottom of all the templates (though we'd likely get premature feedback this way). 

July 23, 2010 11:25
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Patrick Breitenbach
eventbrite

@Michelle, we tried it both ways and a separate email got a 5-10x higher response rate. And we've never received a complaint.

July 23, 2010 11:30
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Michelle
BigTent

Ok, that's a good point, but I just want to make sure there's a way to turn off the automatic separate email for certain types of tickets (e.g., unsubscribe requests) where it would be inappropriate to send another email (e.g., after we just assured them they were totally removed from all mailing lists!)

July 23, 2010 17:29
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Corey Ganser
mindtouch

Currently I use Wufoo to have customers rate support and it has been working well.   While it would be nice to have this built in, I fear that it would require a lot of time and still wouldn't have the flexibility that is afforded by a traditional survey/form software.  Just my thoughts.  

October 04, 2010 13:04
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Jake Holman
Product Manager

@Corey: What value do you actually get from using surveys and forms? How do you quantifiably analyse the feedback on a survey? How is this applied to your business practises, and how does it tie back to individual agent or team performance?

October 05, 2010 09:37
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Corey Ganser
mindtouch

@Jake  The survey that we send out to our customers has 4 questions on it that measure the quality of the dialog between the Agent and the Customer along with rating the overall quality of the agent as perceived by the customer.  The questions include:

Rate the Agent on the following areas on a scale of 1-5, 1 being low and 5 being high

 

Timely Response *  
5
Knowledge of MindTouch *
5
Professionalism in email or on phone *
5
Solution provided to resolve ticket *

Timely Response (TR)

Knowledge of Product (KP)

Professionalism in email or on phone (Prof)

Solution provided to resolve ticket (Sol)

 

We receive over a 10% response and we set goals to have an overall specific approval rating based on an aggregate of all responses and categories.  i.e.   ((TR + KP + Prof + Sol)/4)/5  This will provide the approval percentage that we base goals on for overall satisfaction with our department.  We also monitor the surveys as they are received and will promptly respond to dissatisfied users to ensure that we effectively address their concerns. 

From an individual standpoint, we follow the same equation above, but only for their responses and set a goal for them on a quarterly basis to improve their scores.  

From a higher level, this provides a metric that we can use to measure the satisfaction of our customers along with performance for our agents.  

Let me know if you need any clarification on this.  

 

October 05, 2010 09:50
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Jake Holman
Product Manager

@Corey: sweet, thanks. I'm playing devil's advocate with this a little, as there's a hell of a lot of theory around ratings and effectiveness of surveys, so forgive the seemingly dumb questions.

One other thing I'd love to know is, are you able to pull a spreadsheet of all the ratings you've had historically on all questions with a rating of 1-5?

I would be interested to know if respondents suffer from the bias of extremities, where the ratings 1 and 5 received disproportionately more responses than 2,3 & 4.

October 05, 2010 09:56
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Corey Ganser
mindtouch

@Jake  Yep, we have all of the previous entries saved and when we run reporting it shows a breakdown as to the % of responses that are 1's 2's etc.  

Definitely play devil's advocate on this one.  Rating the effectiveness of a department is hard and I'm sure that many organizations will do it differently.  That is why this is a tough feature to implement.  

October 05, 2010 09:58
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Patrick Breitenbach
eventbrite

I hesitate to mention this because it will play in to ZenDesk's position that this is a hard feature to add, but: I would strongly advise *against* rating on more than 3 categories. We have customers rate the overall customer support experience on a 4 point scale and offer one open-ended question and it works great. We get 15-20% response rates. We are able to pull a list of all the feedback. The extremities are by far the most important grades. And this is by far the most important individual and group metric that we track. Way more important than response times, resolution on first response, etc.

October 05, 2010 10:44
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Larry Deckel
Business Hours beta testers

Jake:

Zendesk itself is using some sort of integrated feedback gathering device... because when I had a zendesk support case resolved, the 'solution' email included the following:

Your request (#59598) has been deemed solved.

Click the link below to complete this request by rating your satisfaction.

http://zendesk.support.sgizmo.com/?ticket=http://support.zendesk.com/tickets/59598&1name=amy@zendesk.com

Are you planning to somehow integrate an api with SurveyGizmo so this could be somewhat automated?

We too, are looking for a way to get feedback after every closed ticket.

October 22, 2010 14:50
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Larry Deckel
Business Hours beta testers

Is there some script or process youy're using that generates the URL and adds the ticket number and the agent name?  I notice that embedded in the URL.

October 22, 2010 14:55
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Jake Holman
Product Manager

@Ldeckel: You mean an integration like this: http://www.surveygizmo.com/survey-blog/integrate-customer-feedback-... ;)

October 22, 2010 15:06
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Patrick Breitenbach
eventbrite

Definitely cool but hopefully ZenDesk is still planning to incorporate simple post-case surveying right into ZenDesk.

October 25, 2010 09:51
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Jake Holman
Product Manager

So with 59 comments, 29 votes and 16 subscribers - who am I calling tomorrow (Tuesday) to talk more about this? My email is jake@zendesk.com - if you can help, give me a phone number and a time you can talk (will take only 15 mins!) and you'll be a key contributor to this... if we implement it I mean ;)

November 08, 2010 14:37
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Rosalie Wodecki

Just a minor note, I hope this will be optional.  Not everyone will want a rating system, so hopefully it's an on/off feature.

November 23, 2010 22:00
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community engine

I agree with Rosalie, this feature should be optional, and furthermore, it should be customisable to organisation as well, so that when the solved email is sent to users of Company XYZ, they will see the rating system, however if the solved email goes out to Company ABC, they wont see the rating system because the Admin has disabled this feature for them.

November 24, 2010 20:51
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Rosalie Wodecki

Well said, 'community engine'.  That would be the absolute ideal.  Choice over who see the rating system.  Wonderful idea!

November 24, 2010 20:58
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community engine

Lastly, there should be a way to be able to generate a report, preferably by organisation, on the responses being received. Ie, the report should, for example, have the organisations listed in one column who have this feature enabled for them, and the headings of the following columns should be "1 star", "2 stars"....."5 stars". Reporting should allow filtering by date range as well.

 

FROM:  01/01/2010 TO 30/06/2010

----------------------------------------------------------------------------------------------------

ORGANISATION               1 STAR           2 STARS       3 STARS      4 STARS      5 STARS

Community Engine             3                     5                   1             7                 9
Company XYZ                    9                     6                   8             3                 1

 

 

November 24, 2010 21:10
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Jake Holman
Product Manager

@Community Engine, Rosalie: Why would you not want to show the option to rate to some organizations? Surely this completely skews results, and introduces conscious bias into the results. 

November 24, 2010 21:22
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Rosalie Wodecki

Can't argue the point.  You're right.  It would skew the results. 

I'll go back to just wanting the feature to be optional - for all clients or none.

(That's until Community Engine makes the case and swings me back again. Carry on as you were.)

November 24, 2010 21:29
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community engine

It comes down to the relationship with the organisation. For example, if we offer two levels of support, basic and premium, then we may want this feature only available to our premium customers because they pay the bigger $$$ and therefore require additional love and attention and the best support because they are paying for it. It may be the bigger customers that we want to focus our efforts on. This is just an example. Im quite sure that other organisations may have other situations that may result in them wanting to offer this feature to only a select few organisations.

Another example is that we have our ISP or another vendor logging tickets for whatever reason (such as to advise us of an upcoming outage etc). This ticket is moreso one way, and because its them servicing us, they wouldnt need to give us a rating because we didnt (need to) do anything on that ticket.

And in terms of skewing results, reporting can be skewed regardless, based on filtering and tampering when exported as a CSV (just as all current Zendesk reports allow), so I dont believe that this should be a concern as long as the person handling the reports is a trustworthy and reliable person (one would hope the admins are, hence the reason why they are the admins).

November 24, 2010 21:29
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Rvlawrence

What is the status of this?

January 21, 2011 10:30
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Alan Conroy
Project CS Beta Testers

One thing I would ask for is an option for end users to opt out of future suverys, we have some who open a few tickets a day and wouldnt want to be constantly asked for ratings

January 31, 2011 01:30
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Lynne McDonald
statpro

It seems that most of this is focused on the ability of the requestor to give feedback. We need the ability for our sales people (non-agents) to be able to give feedback on the quality of tickets that agents are giving. Curretnly our sales people see the agents performance in SF but they need to be able to rank and agents responce as well.

Lynne

January 31, 2011 08:44
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Jake Holman
Product Manager

Alrighty. I'm looking for beta testers. The more the better.

To qualify, you'll need to meet the following:

  • You're a paying Zendesk customer.
  • You're on Regular or Plus+ (this does not mean we've made a decision on packaging)
  • You have a fairly good volume of tickets (at least 100 per week)
  • You've got a good amount of end-users

If you think you can help, you can either add a comment to this topic, or email me jake@zendesk.com 

We're looking to start beta testing very soon. 

February 01, 2011 00:16
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Conrad Selle
Project CS Beta Testers

Please consider us for beta testing of the feedback functionality, which we've noticed and have been using in our Zendesk support tickets this past week.  Looks great!

February 01, 2011 12:27
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Jake Holman
Product Manager

Still looking for more beta testers for this.

With 22 subscribers, 72 comments and 43 likes I was hoping for a lot more!

February 03, 2011 09:58
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Björn Bauer
Hi Jake! We'd be totally in, but don't meet the requirements at all. I'd be very happy if we could join. Cheers, Bjoern
February 03, 2011 10:16
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Francisco

Hi Jake,

I already sent you an email as a candidate, but got no reply.

I'd be happy to participate, as long as the feature is also available (once it goes into production) to Regular customers. It has been disappointing already that the Business Hours featured recently lanched is just for Plus clients.

February 03, 2011 10:23
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Travis Swientek
Rackspace

Hey Jake -

We'd love to test! Count us in... I currently use SurveyGizmo to capture, like Zendesk previously used, but it is soooo clunky and slow. 

Feel free to email me the details!

Thanks,
Travis 

February 05, 2011 13:28
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Alan Conroy
Project CS Beta Testers

Hi Jake,

Happy to help 

 

Alan

February 07, 2011 05:18
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Dave Hannan
panopto

I'm in! Is this why I got this on a closed ticket from you guys? I want this on our site!!! :)

February 08, 2011 17:19
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Jake Holman
Product Manager

I'll be in touch with all of you soon, including those who emailed me personally. I've moderated all the comments revealing secrets :)

February 08, 2011 17:22
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Max Hunter
Project CS Beta Testers

Hey Jake: we'd love to beta-test this, too, even though we have more like 30/40 tickets/week than 100... we primarily use Zendesk as an email-based helpdesk, at the moment, though we're looking to change that... if this is anything like the system that you employ for your own email tickets, (or like Google Enterprise Support, or whatever) - we're in! :)

If not - can't wait 'til it's out. I'm currently building a separate webform which will do ratings and which we can then do ticket analysis on, but it'll be clunky for a number of reasons...

February 09, 2011 01:46
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Marc Vermeulen

More than happy to test this one.

Marc

February 12, 2011 06:46
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Mike Hook
Project CS Beta Testers

I'd be happy to help test this.

Could you let me know if there is any planned release date for this feature?

Thanks,
Mike

February 14, 2011 02:10
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Echo Lam
Project CS Beta Testers

This is one of the feature we want to have, I'm happy to test it, thanks.

February 14, 2011 17:09
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Heimen van Duinkerken
Project CS Beta Testers

I wanna test it!! thx

February 24, 2011 03:37
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Jim Weeks
Project CS Beta Testers

Hey Jake,

Any news on when we can expect this to be available? Any more room for beta testers?

March 06, 2011 15:22
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Jake Holman
Product Manager

Alright, this is the last call for beta testers. The beta starts this week, kicking off with two webinars which are invite only. Let me know if you're interested, as after Thursday entry is closed!

March 08, 2011 12:05
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Heimen van Duinkerken
Project CS Beta Testers

I want to be in Jake, if the messages can be translated?

March 08, 2011 12:07
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Lynne McDonald
statpro

Im in!

March 08, 2011 12:08
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Erwin Ocampo

Yes please

March 08, 2011 13:04
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Alessandro Martins
Zendesk for Blackberry Beta

Jake,

I woud like to join this beta...

March 08, 2011 14:53
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Jake Holman
Product Manager

@Alessandro: Sorry, Alessandro, but we're unfortunately only able to invite customers on paid plans to beta periods. 

March 08, 2011 15:19
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Alessandro Martins
Zendesk for Blackberry Beta

Jake,

But I'm a Plus+ customer! My account is: 2sec.zendesk.com...

March 08, 2011 16:03
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Jake Holman
Product Manager

@Alessandro: Ah, sorry about that. The email address you're using to login to support.zendesk.com is different from that on 2sec.zendesk.com so I didn't pick up the connection - email is in your inbox!

March 08, 2011 16:14
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Lennard Metselaar

Jake,

Has the email with the following subject line (Request #85518: How would you rate the support you received?) something to do with this BETA-testing you guys are currently doing? I'm looking forward to see this in a future release.

best regards

March 24, 2011 02:03
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Pete P
qatarairways

Jake,

any idea in when this will be released?

 

Pete

March 28, 2011 05:45
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Jake Holman
Product Manager

@Pete: I sure do! Just can't tell you :) Very soon though...

March 28, 2011 09:24
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Rodrigo Junco

I'm in. Please consider Lomadee for beta testing of the feedback functionality!

April 04, 2011 07:08
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Jake Holman
Product Manager

@Rodrigo: Sorry! Beta is now closed unfortunately. We're reaching the end of the beta phase. Stay tuned for public availability. 

April 04, 2011 10:18
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Will Dobbins

This metric just got added to GoodData... Soon can't be soon enough!

April 06, 2011 13:16
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Jan Bogdanovich

Great news for us because we are going to upgrade our trial next week. Thanks for working on this feature, it is must have and I hope it will be released very soon!

 

April 08, 2011 08:05
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