Do you ask clients to rate your service on resolution of a ticket? Do you give them an option to re-open a resolved ticket? or even an Escalate a ticket on-demand? ...

[paris1]

we're looking to do all the above 🙂

so planning to give clients to agree or disagree with our resolver groups closing tickets.

the plan is to allow the end user to click a happy, indifferent, sad face if they agree that the ticket can be closed ..

if not then they click on a re-open button and the ticket gets reactivated

we are still divided over how an   Escalation button would work to cater for 100's of different groups with different support practices in place .. mail / workflow / alert / hotline call etc.

if you are looking to do something similar for Incident and Service Request tickets let me know please ...

[ian_cox]

Hi, we have a similar process.   When we think we have fixed something we put it into a solution proposed state and let the customer close it.   They can then give us feedback, or at any point on our portal.   We have a 5 star rating for them to indicate their satisfaction.   They also have the ability to leave feedback.   The feedback loop is useful for us to identify areas of improvement with our processes, people or tools. Of course it also works the opposite way when we have happy customers who want to tell us Billy was a great support rep.

We also have an escalate button.   This can be used at the customer discretion but sometimes there is a P3 incident that they really need to get some attention on. So they can request an escalation and that fires of an email to the manager of the group so they can step in an make sure the customer is taken care of.   Of course it can be abused but we don't find that happens to often.

[paris1]

Ian, do you have the same "Solution Proposed" state for your SR tickets also?

One other question is how do you allow clients to send you escalations whilst ticket is still being worked on?

Many thanks,

Paris

[paris1]

Hi Ian,

Its great to see that you have an established process that's working well for you.   Can you please confirm whether you leverage the solution proposed state for Service Request tickets as well?

Thanks,

Paris  

[Dan Spada]

The approach I use for Incident and Request is:

* In the resolution emails to end-users we have a survey which the user can fill out (invoked by the smiley face happy, neutral, sad face within the email)

* If the user responds with neutral or negative feedback we create a new Request to follow up internally (and contact the user if they requested it)

* By providing survey feedback the ticket is automatically closed (unless they choose to be contacted), or if they respond to the original closure email which would then set the ticket back to In Progress and alert the analyst.

* We have rules in the system that automatically follows up with the user 3 times over a 10 day period to confirm whether the issue was resolved or not, if we don't hear from the user within that 10 day period we close the ticket.