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 ...

[paris1]

Dans, can I ask how you manage to out the SR ticket back to an In Progress State?

[Nani6]

Hi Dans,

We have a requirement to add smiley faces to the resolution emails, I tried this but we are facing few issues like:-

1. ServiceNow is ignoring the extra parameter given in the URL to populate the 1st question

2. How to auto populate the 1st question of my survey depending upon the smiley face?

Any help is greatly appreciable.

Thanks

Shrikanth

[paris1]

Very helpful feedback Ian, we were trying to avoid surveys as we had tried them separately and they generally get a low response rate after the 1st few have been sent out. the 3 strike rule is also a good take away.  

Do you have a separate "escalation" process to the above, especially before client is in receipt of the survey generated by the system?