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.


      • Sticky Posts

      • 2024 Email Authentication Standards: Elevating Security with Google and Yahoo

        In contemporary email communication, email authentication plays a pivotal role in mitigating email fraud, spam, and phishing attacks. Brace yourself for a new level of security. Starting February 2024, Gmail and Yahoo will be implementing robust email

      • Using Agent Email Address as From Address

        Currently, while replying to a ticket, it is possible for agents to choose their own email addresses as 'from' addresses. Although we built this just for that little extra flexibility, in hindsight, it hasn't figured much in conventional usage.  Almost all businesses prefer that responses to their customers' tickets be sent from the common support/service email address and NOT from those of individual agents. During personal interactions at events, some of you have even made passing mentions about

      • Edit and Delete options in Comments

        A lot of teams have been using ticket comments extensively to collaborate everyday. Notification Center further improved this experience by bringing real-time updates. As we continue to build more improvements to this experience, we've shipped a small-yet-important

      • Webinar 2: Supercharged customer support for growing business

        Join us for this webinar and learn how to step up your support game using a real-time communication platform to generate happier, more successful customers. In this live webinar, we will will discuss the importance of SalesIQ for your support team and how it can help you:  Understand your customers better and their journeys to proactively support and engage them even before they ask for help.  Integrating real time conversations into Zoho Desk’s Support, providing a conversational customer service

      • Customize Colors of your Customer Self Service Portal

        You asked for it. We heard you. We're happy to roll out the most sought after feature request, Customizing the Colors of your Customer Self-service Portal. Now you can set the color of your customer portal to mimic your company's web site, so that your customers visiting the portal will not feel alienated by the default theme.  Go ahead and configure the color of the header, tabs, fonts and background according to your needs. You can either choose between default color themes like Blue, Grey, Green