doubts about customer happiness in zoho desk

doubts about customer happiness in zoho desk

Good afternoon, Desk community.

The reason for my message is that I have a question regarding the customer satisfaction surveys we can ask our clients to rate our service.

I know that in Desk, you can activate Customer Happiness to send a survey to the client via email for service evaluation. However, I would like to ask if there is a way within the app to send the survey as a comment or conversation within the Desk message thread. This would allow it to also appear in the Help Center so the client can respond to the satisfaction survey there (I'm not sure if this is currently possible, hence my question).

Why am I asking?

Unlike live chat, where the rating survey appears at the end (making it easier to understand the client's opinion), we have noticed that clients don't respond to the survey when we send it via email (as Desk currently does). This prevents us from accurately assessing the quality of our service, as shown in the following image:



As the image shows, of the tickets managed from January 1st to the present, 95% of customers do not leave a service rating (it should be noted that we do not currently have live chat implemented) and we only manage tickets via help desk, email, and in-person support.

For this reason, we want to find ways to allow more customers to rate our service; therefore, I am asking if it is possible for the survey to be completed via the help desk. Any other suggestions you may have are also welcome.

Thank you in advance for your attention and I look forward to your response.