Autotask Customer Satisfaction Surveys – From Closed Notifications

ever wonder how to get those smiling sad and frowning faces in your completed notifications in autotask did you know that they are actually built into the product and can easily be added without using any third-party software hi my name is chris tim from cindella consulting in this video i will show you exactly how to get these added with one line in your notification template so sit back and enjoy the show if you like this video and you'd like to see some more please consider subscribing to this channel for more great content okay so let's take a look at how this works so what we're going to do is we're going to start by sending an email to our support desk as any customer normally would so let's just say you know for example in this case outlook not working and then um you know something like so we're going to say that outlook does not work what we would be expect to happen at this point is the ticket will eventually be created in autotask we will then go into all the tasks close that ticket and what we expect to find when we close the ticket is something along the lines of this where we can see you know either a happy face or sad face okay so we can see that the ticket is now being created so when we go back into order task we will see here is the ticket that was created today so just the standard ticket as as anything else and i'm just going to go in and open up this ticket and then i'm going to go ahead and add some a closed notification to it so let's say we fixed this ticket and now we can just say you know outlook working all set for example now what this will do is give you the ability to say when i complete this ticket this will send a closed notification to the customer add some time to it this will send a closed notification ticket or completed ticket notification to the customer which will then automatically um go ahead and um and send them a link to a customer satisfaction survey so let's just wait a couple of seconds and we should get that email coming in this this process doesn't take too long to get that in and there you can see your ticket is complete so now when the ticket is complete what we can see in here is we can see this link here which is our customer satisfaction survey so let's go ahead and say that you know that the work was bad so in here we can say you know bad work was very slow for example and then we simply submit now what this will do in terms of alter task is it will go in and update that ticket so you can now see that we now have three unhappy customers and what we're going to do at this point is when we go in and we have a look at this outlook not working for example and we click into here we'll actually see there's a little sad face and that little sac face appears here and we can now see you know what the current rating is and and what the thermometer temperature so the thermometer temperature at this point is minus one which means it's bad and we can also see what the response was that was sent us back from the customer okay so let's say now we you know we we reopen this ticket and now we're going to get the customer to um we're going to do whatever it is to fix the problem and then we're going to go back in and and reclose the ticket again so at this point we can now say you know let's change this to actually in progress save it and then what we'll do is we'll go ahead and add some more closed notifications to this so let's go and do this so let's say it's completed again and then in here again we'll send the closed notification to the customer let's make this one five minutes so what this is now going to do is it's going to go back and send the customer another email so when we now go back and we have a look at the next email now we can go in and say the service was good and we can simply go and simply all we're going to do is say it was great feedback this time so when we now go and have a look at this ticket and we look at the service thermometer rating at this point what we're going to get is something completely different so now you can see um you know the customer is happy now and the previous rating is they were sad and we get both of those so we now get to see you know where they were unhappy about something and what the feedback was on that and also you know when the customer is happy we get the information on there as well so this is actually very simple to set up it's one line that you need to put into your closed notifications and it's one thing that you need to basically add into your insights panel so let's go and have a look at how we would do this so the very first thing we do is we go into our workflow rules and we look for our closed notification so in here if we just say you know notify customer of completed tickets so here we go edit this rule and then from here under the notification tab if we're going to have a look inside this complete notification email that we're sending there is simply one line in here which is the ticket service thermometer link good to bad now this is built into order task there is no third party software involved at this point all it is is a variable from here um under the ticket variables that i'm just pulling in and putting into the closed notification so if we come all the way down um it's going to be somewhere down in here there you go a service thermometer link good too bad and all you simply do is position it where you want this to be double click on it and it puts that link into your email and that's it it really is as simple as that what we can then do is if we go and look at that particular ticket category which in this case uh is i think it's our consulting services yes it's our consulting services ticket category so what we can simply do in here is underneath our ticket category screen we go into the service desk tickets and then go into ticket categories then from our consulting services all you very simply need to do is under your insights tab you need to take one of these insights and here you can see the service thermometer one which will be down here somewhere so all you need to do is drag it to wherever you want it to be um and it will appear up in here okay and if it then becomes a visible one in fact i can just drag this to the top if i wanted to and now you can see it also says always display when empty and all that will happen if i now go ahead and look at this ticket i've actually just moved it to the top which is probably a better place for it to be it just makes it so much easier to see okay come all the way to the top and there's our service thermometer rating and that is it it really really is as simple as that to have your customer satisfaction surveys entered onto every single closed ticket notification so hopefully you've enjoyed this video thank you for watching and i'll see you on the next video