Can I send a survey to customers from Desk?

• Gauge customers' opinions on the support service provided by the agents.
• Evaluate an agent's conduct during internal audits.
• Understand the percentage of customers that are satisfied with the current service.
  

• Good
• Okay
• Bad

Users with Support Admin profiles can configure the happiness index from Setup > General > Customer Happiness.

• How do you want to send the ratings to your customer? For example, with every reply or when the ticket status is marked as closed.

• Do you want to send the ratings with questions only or with smileys?
  

• Who should access the rating link? For example, the end user, any user with the link, or the user with whom the rating link has been shared to.
  
  
• Which department (In case you have more than one) should the survey be sent from? 
  
  
• Should the tickets be re-opened if an agent gets a bad response?
  
  
• You can choose from all ratings, good ratings, bad ratings, okay ratings or none in order to notify the ticket owner about the ratings they have got.
  
  
• You can customize your reply emails, by customizing the templates to suit your requirements.
  

How to mark contacts as spam in bulk?

Spam contacts are unsolicited users who send junk emails to your support email address. You typically get a lot of unwanted emails, such as subscriptions or promotional offers from such contacts. In such cases, you can mark the contacts as spam manually. Once marked, the contacts will be moved to the Spam Contacts view, where you can unmark them if required.

To mark multiple contacts in a view as spam, follow the steps mentioned below:

1. Go to the Contacts module.
   
2. Select a contact view from the left pane
   
3. Select the contacts you want to mark as spam from the list view.
   
4. Click the Mark Spam option displayed at the top of the page.
   
5. Click OK.
   

Here are some things to keep in mind as you mark contacts as spam.

1. The contact will be denied access to your help center.
   
2. All existing and future tickets from the contact will be marked as spam.
   
3. Any duplicate contacts having the same email address will be marked as spam.
   
4. The contact's tickets shared with other departments will be revoked.
   

There are chances that legitimate contacts are also marked as spam. You can unmark such contacts so that you can continue to receive tickets from them.

To unmark contacts as spam:

1. Go to the Contacts module.
   
2. On the left pane, under Views, select Spam Contacts.
   
3. Select the contacts you want to unmark as spam from the list view.
   
4. Click the Not Spam option displayed at the top of the page.
   
5. Check the "Unmark existing tickets from the contacts also as spam" option if needed.
   
6. Click OK.
   

We hope that this list of frequently asked questions about Customers is informative. If you still have questions that haven't been addressed, please let us know. We will be happy to discuss them with our subject matter experts and add them in the future. And please don't forget to share your rating below!