Zendesk Ticket Feedback

Feedback surveys are offered differently to Internal and External users/customers.

• Internal Feedback Overview (responses from PH TECH users)

• External Feedback Overview (responses from non-PH TECH users)

Internal Customer Feedback

• PH TECH employees are presented with the following feedback request after a solved ticket.

• Data is collected in a 3rd party app and does not import into Zendesk metrics.

Management receives email alerts upon negative feedback (yellow or red)

Metrics dashboard is available in okta

Get instant feedback alerts in Slack (available upon request)

Additional Information

• All feedback data can be exported upon request. Email support@phtech.com to request an export.

External Customer Feedback

• External customers are presented with the following feedback request after a solved ticket.

• All feedback is captured inside zendesk and appears inside Zendesk explore metrics.

Ratings and comment are automatically added to the ticket

Satisfaction metrics can be accessed in Zendesk Explore

Build an external feedback view in Zendesk

Click here for instructions

Get instant feedback alerts in Slack (available upon request)

Additional Information

• Ticket group owners receive an email alert for any negative feedback.

Internal Placeholder Reference for TECHNOLOGY

Email: {{ticket.requester.email}}

First Name: {{ticket.requester.first_name}}

Last Name: {{ticket.requester.last_name}}

Company: {{ticket.organization.name}}

Custom 1: Ticket {{ticket.id}}

Custom 2: {{ticket.assignee.name}}

Custom 3: {{ticket.account}}

Custom 4: {{ticket.title}}

Custom 5: {{ticket.group.name}}

Custom 6: {{ticket.tags}}

Custom 7: {{ticket.ticket_form}}