12.2. Customer Satisfaction Survey Flow: Email Invitation to Ticket Feedback

This section outlines the process from survey invitation to feedback delivery within AlgaPSA.

1. Survey Invitation

• The survey trigger sends an email invitation to the customer when the defined event occurs (e.g., Ticket closed).
• The email contains a prompt (e.g., "How would you rate your support experience?") and a series of buttons corresponding to the rating scale (e.g., a 5-star scale). The email also references the specific ticket number (e.g., TIC10041).

2. Customer Submission

• The customer selects a rating directly within the email.
• Upon clicking the rating, the customer is directed to a "Thank you for your response" confirmation page where the feedback submitted is displayed (e.g., 5/5 stars).

3. Feedback in AlgaPSA

The MSP team can track and view the customer feedback in two main locations:

• Ticket Detail View:
  • The ticket associated with the survey (e.g., TIC10041) is updated with the rating.
  • A Customer Feedback section appears in the Comments area of the ticket.
  • This section shows the rating (e.g., 5 stars) and the date/time the feedback was submitted.
• Surveys Dashboard:
  • The Responses Received count on the Surveys Dashboard immediately updates.
  • The overall dashboard metrics, including Response Rate and Average Rating, are recalculated.
  • The new submission appears in the Recent Responses list in the Dashboard's Responses tab.