User Feedback (CSAT)

SapphireIMS Service Desk allows the user to provide a feedback on closure of a record which is when an incident is resolved or a request fulfilled. To do this, a set of questions can be configured along with a set of options for responses. Weightages can be provided to each of the questions for calculation of the CSAT rating.

Select 'CSAT & Questionnaire' option on the right hand side panel.
Click on 'User Feedback (CSAT)'. The User Feedback configuration screen is displayed.

The fields are described below.

Serial No	Field Name	Description
1	Default Feedback Template	Default Feedback Template: Select this option if the feedback template is to be presented to the user while closing the record. Note: For the feedback template to be displayed, the state needs to be configured as the End State. Refer the section Service Desk->Work Flow Management->States->Adding a new state.
2	Feedback Mail Template as Link	Feedback Mail Template as Link: Select this option if the submitter is to be sent a link though an Email which opens the feedback template. In the template for the Email use the macro 'MACRO_MAIL_LINK' which is substituted with a link to the feedback form when the Email notification is sent. Refer to Incident Management->Incident Workflow->Close for details on usage.
3	Feedback Mail Template as Macro	Feedback Mail Template as Macro: Select this option if the submitter is to be sent the Feedback template in an e-mail. In the template for the Email use the macro 'MACRO_MAIL_TEMPLATE' which is substituted with the feedback form when the Email notification is sent. In this case there can be only 1 feedback question. Refer to Incident Management->Incident Workflow->Close for details on usage.
4	Heading	Enter the Title for the feedback form.
5	Questions	Enter the 'Question' to be asked in the feedback form. Enter a 'Weight (%)' for the question. Select the 'Type' which is the response button type. Click on 'Add' to add the question. Repeat the process for each question. The total weight should exactly add to 100%. The type for indicating the response could be a Radio Button, a Select Box, a Smiley or a Star. In the case of Feedback Mail Template as Macro, only a Smiley or Star can be used. The weight is used in calculating the rating. Each question's rating is calculated as (weight/100)*rating. Then the average of the rating across all questions is calculated and displayed against the record as shown by number of stars. Note: In the case of Feedback Mail Template as Macro, only one question is allowed. To edit a question click on against the question. To delete a question click on against the question.
6	Options	Enter an 'Option' for the response and a numerical score against that which is used for the calculating the rating. 'Click on 'Add' to enter the option. Repeat to add more options for the response. To edit an option click on against the option. To delete an option click on against the option.

Click on 'Set Default Option' to select the default option.

Select the option and click 'Update'.
Click on 'Save' to save the template.

Sending acknowledgment of feedback

SapphireIMS can send a feedback to the engineer once the CSAT feedback is submitted. In the mail template, include the Message Summary (refer to the topic Service Desk->Settings->Email and SMS Notifications->Email Notification Templates).
In the Message Summary fields, click on 'User Feedback' to enable the user feedback field.
In the mail notifications rules, under States select 'User Feedback'. Select the template and the recipients.

The project setting key 'Acknowledgement mail after User Feedback' should be 1.
Upon the user completing the feedback and the record moving to the end state, a mail notification is sent to the recipients with the summary header containing the feedback details.