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Up-spec your C-Sat with Mr. Smiley and Mr. Sad!



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Andrew J

Community Moderator

Posted Jul 18, 2016

We've recently made some modifications to our C-Sat automation.

 

This is how the new email looks...

Want to know how?

 

  1.  If you haven't already - activate 'Customer satisfaction surveys' (info here)
  2. Download the smileys below and upload these as assets to your helpcenter (or host them elsewhere) 

     

  3. Navigate to Settings > Automations - and locate the 'Request customer satisfaction rating' automation
  4. Select to Edit this
  5. Change the notification to requester with the info below - don't forget to substitute your image location.

 

<span style="padding: 0px ; line-height: 18px; font-family: 'Lucida Grande',Verdana,Arial,sans-serif; font-size: 12px; color:#444444;">

Our {{ticket.group.name}} team recently completed your request - <strong>{{ticket.title}}</strong>


<h3 style="font-size:16px;">How did our performance make you feel?</h3>

<h5>Please click an image below to rate our service</h5>

<a href="{{satisfaction.positive_rating_url}}" alt="Happy"><img src="https://p5.zdassets.com/hc/theme_assets/YOUR IMAGE LOCATION/happy-face.png"></a><a href="{{satisfaction.negative_rating_url}}" alt="Sad"><img src="https://p5.zdassets.com/hc/theme_assets/YOUR IMAGE LOCATION/sad-face.png"></a>

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

<h4 style="font-size:14px; font-weight:bold;">Not sure what this relates to?</h4>

Here's a reminder of what your request was about:
</span>
{{ticket.comments_formatted}}

 

And that's about it!  We've had good response to this.

Obviously you can modify the message and add extra rules to suit your requirements.


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