SupportCandy Satisfaction Survey

Description

Enhance your support process by collecting valuable customer feedback and ratings for each ticket with SupportCandy’s Satisfaction Survey extension.

 

Customer feedback plays a vital role in the support sector. You can collect customer feedback & ratings for every ticket you close. This way, you can measure and improve the quality of your support and agents.

How does it work?

  • Administrators can set multiple email templates for survey emails sent to the customer after x number of days of closing the ticket.
  • Customers receive the survey email, including links like Terrible, Bad, Good, Excellent, etc.
  • The customer is redirected to the feedback page after he clicks on one of the ratings in the survey email, where he can submit the optional feedback.
  • If enabled, the Survey window is triggered as soon as the customer closes the ticket.
  • A new admin menu, “Customer Feedback,” is added, which will list all feedback. Here, you can filter the feedback by ratings.
  • Rating and feedback are also shown in the ticket widget of an individual ticket.
  • You can also filter the ticket list by rating.

Ratings

  • Ratings can be customized as per your needs.
  • You can add/modify/delete the ratings.
  • You can set custom confirmation text for each rating which will be shown after the customer submits the feedback.

Changelog:

Version 3.0.9 (07/12/2023)

  • Fix: Removed uses of SQL_CALC_FOUND_ROWS, which is deprecated as of MySQL 8.0.17

Version 3.0.8 (25/09/2023)

  • Fix: Attachment links in notifications do not show for the attachment custom field

Version 3.0.7 (10/07/2023)

  • Fix: Exclude blocked emails from automatic close email notifications.

Version 3.0.6 (18/05/2023)

  • New: You now have the flexibility to customize the fields that will be compared during the ticket list search. This will improve the search speed.
  • New: Custom field dates can be translate now
  • Fix: Survey page error handling
  • Fix: Hide survey widget for guests
  • Fix: Vulnerability fix
  • Fix: Validation added

Version 3.0.5 (07/04/2023)

  • New: Ticket conditions improvements. Now, you can add multiple AND and OR conditions in custom fields in email notifications, Assign agent rules, SLA, etc.
  • Fix: Security fixes

Version 3.0.4 (02/03/2023)

  • Fix: Reports are not working on the latest chrome

Version 3.0.3 (16/01/2023)

  • Fix: Sending survey emails to an already rated ticket.

Version 3.0.2 (23/11/2022)

  • Fix: Survey links not showing correctly in the outlook
  • Fix: Improvement in the email sending cron
  • Fix: License activation error

Version 2.1.5 (23/03/2022)

  • Fix: Sending survey emails to already rated tickets.
  • Fix: Rating popup showing for already rated tickets.

Version 2.1.4 (05/01/2022)

  • Fix: Compatibility with SupportCandy version 2.2.7

Version 2.1.3 (29/04/2021)

  • Fix: Sending multiple rating emails

Version 2.1.2 (04/03/2021)

  • Fix: Sending multiple customer feedback emails to admin

Version 2.1.1 (28/12/2020)

  • New Feature: Setting to disable rating popup when a ticket is closed
  • Fix: Guest users not able to submit more feedback
  • Fix: Feedback form text improvement

Version 2.1.0 (11/08/2020)

  • Fix: Sending survey link for deleted tickets

Version 2.0.9 (03/07/2020)

  • Fix: Email sending preference not implemented

Version 2.0.8 (14/05/2020)

  • Fix: Asking rating for deleted tickets

Version 2.0.7 (04/04/2020)

  • Fix: Performance improvements
  • Fix: Translation missing for popup titles

Version 2.0.6 (17/02/2020)

  • Fix: CSS fixes

Version 2.0.5 (08/01/2020)

  • Fix: License issue fixed

Version 2.0.4 (18/11/2019)

  • New Feature: Bar chart report added

Version 2.0.3 (09/10/2019)

  • New Feature: Emails will get send in the background which will improve the loading speed

Version 2.0.2 (30/08/2019)

  • New Feature: Rating popup to accept rating from the customer (raised by user) on ticket close
  • Language added: Czech, Persian, Finnish, Hebrew, Polish, Romanian(Romania), Russian, Chinese

Version 2.0.1 (01/08/2019)

  • Fix: Conflict with Yoast SEO plugin

Version 2.0.0 (04/04/2019)

  • SupportCandy 2.0.0 compatibility

Version 1.0.7 (08/01/2019)

  • Tweak : Translation for Brazilien Portuguese, Spanish(Argentina) added
  • Fix : Satisfaction survey page not showing description field

Version 1.0.6 (15/11/2018)

  • Tweak : Translation for Japanese, Portugouse(Portugal), Spanish(Maxico), Spanish(Spain) added
  • Fix : Survey links are not mobile responsive.

Version 1.0.5 (09/10/2018)

  • Fix : Satisfaction survey notification email contains wrong information.

Version 1.0.4 (01/10/2018)

  • Tweak : Translation for Dutch (Netherlands), Greek (Greece), Italian (Italy) added
  • Fix : Licence issue fixed

Version 1.0.3

  • Tweak : Re-order satisfaction survey widget in open ticket
  • Tweak : Translation for Dutch (Netherlands) added

Version 1.0.2

  • Tweak : Appearance compatible

Version 1.0.1

  • Tweak : Translation for French(France), German(Germany), Turkish(Turkey)
  • Fix : Survey option buttons do not apply css in email

Version 1.0.0

  • Initial release

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