Support Ticket Customer Satisfaction Survey Template

How to use this Support Ticket Survey Template?

Run support ticket surveys after a ticket is updated, resolved, or closed. Gain invaluable insights into your support services by utilizing our Support Ticket Survey Template. Follow these step-by-step instructions to make the most of this template:

1. Edit this Template: Select 'Edit this Template' to access the Support Ticket Survey Template. This will take you to the editing interface where you can make changes to it as per your survey requirements.
2. Customize the Template: Once in editing mode, customize the template to your specific requirements. Incorporate questions that address the unique aspects of your support ticket system. 
   Consider asking for feedback about various aspects of the process like responsiveness of the team, conduct and friendliness of the support staff, knowledge of the staff, resolution provided, and the overall experience of seeking support for a ticket. 
   For instance, you can include questions like “How would you rate the knowledge and expertise of the support staff?”
3. Review and Adjust: Take a moment to review the customized customer satisfaction survey. Ensure that the customer satisfaction survey questions you include are clear and relevant to your support ticket process. 
   Adjust the flow to align with your specific support workflow and let customers easily understand the survey questions.
4. Share the Survey: Get ready to distribute the customer satisfaction survey to your customers. Consider the multiple survey channels of distribution and choose the method that aligns best with your customer interaction preferences.

• • Trigger email surveys or SMS surveys just after a support interaction or a ticket is updated or closed.
  • Use in-app surveys in case you are providing support for an app or any other SaaS product.
  • Use the integrated helpdesk platform to trigger surveys.

Zonka Feedback survey tool allows for flexibility. Adapt the survey based on the evolving needs of your support ticket system. Seamlessly add or remove questions to stay responsive to the dynamics of your support services.

Utilize this powerful survey tool to collect customer feedback and consistently elevate the performance of your support ticket system. Your ability to tailor this template to your unique requirements ensures a comprehensive understanding of your customers' experiences.

Key Features of Support Ticket Customer Satisfaction Survey Template

1. Streamlined Ticket Resolution Surveys: Seamlessly embed ticket resolution surveys in your communication channels. Link customer satisfaction survey to support tickets, measure customer satisfaction metrics like NPS and CES, and pinpoint areas for improvement in your customer support or technical assistance processes.
2. Customizable Feedback Forms: Tailor your feedback form to your unique needs. Choose from a variety of question types, including metric questions, and incorporate open-ended questions and comment boxes for rich survey data. Utilize skip logic and question branching to create dynamic surveys. The multilingual surveys feature ensures inclusivity for customers from diverse backgrounds.
3. Agent Performance Analytics: Gain detailed insights into agent performance through team-wise performance reports. Identify areas for improvement and pinpoint agents who may benefit from additional training. Access leaderboards to track individual ratings and overall agent performance.
4. Real-time Tracking and Analysis: Leverage advanced survey reports and analytics features for real-time insights. Access snapshot reports, location insights, team performance reports, trends reports, text analytics reports, and response reports to make data-driven decisions.
5. Instant View of Customer Feedback: Monitor feedback responses in real time. Add tags, notes, and tasks to responses for immediate action. This feature ensures a proactive approach to closing the feedback loop and enhancing the overall customer experience.
6. Integration with Ticketing Systems: Seamlessly integrate Zonka Feedback with your ticketing systems. Consolidate survey response data and ticket information in one central platform, optimizing the efficiency of your support workflow.
7. Automatic Response Alerts and Notifications: Stay ahead of the curve with Zonka's automatic response alerts and notifications. Receive instant alerts for incoming customer feedback or negative responses, empowering you to address concerns promptly and enhance customer satisfaction.

Questions Types to Include in Support Ticket Feedback Surveys

Incorporating a range of question types in your support ticket customer satisfaction survey is helpful for gaining comprehensive insights from your customers. Explore various question types to create a well-rounded survey.

1. Rating Scale Questions

Evaluate the effectiveness of your support ticket system by including satisfaction rating scales. You can choose among different types of rating scales that best suit your survey requirements. For instance, for collecting support process feedback, you can use a CES survey rating scale to measure customers’ perceived efforts to get a job done or an issue resolved. Likewise, you can choose among various CSAT survey rating scales to measure customer satisfaction with the support interactions and the overall support process like:

• Likert scale survey
• 5-Star surveys
• Smiley rating or smiley face survey
• 0 to 10 opinion scale survey
• Thumbs up/down survey

Clearly defined and consistent rating scales, such as a 1 to 5 or 1 to 10 scale, allow customers to express their satisfaction levels effortlessly.

2. Open-ended Questions

Ask open-ended questions to gain rich insights into customers' experiences regarding their support ticket resolution. Encourage respondents to share feedback on how well their concerns were addressed and resolved.

Analyzing open-ended responses helps you know the reasons behind the customers’ ratings and being satisfied or dissatisfied with a particular experience. It helps you know why you have some unhappy customers and what are their expectations that you can fulfil to convert them into satisfied customers.

3. Multiple Choice Questions

Foster efficient and prompt responses through questions with single or multiple response options, streamlining the feedback process for customers. Consider questions with a single response choice or questions with multiple response choices. 

Here is an example of a follow-up multiple-choice question:

What made you disappointed with our support process?

• Less Responsiveness of the team
• Lack of Knowledge and Expertise of the Staff
• Behavior of the support staff
• Difficulty of raising a ticket
• Unsatisfactory resolution provided

Organized and standardized, these multiple-choice questions simplify the analysis and interpretation process for those creating the survey.

By incorporating these diverse question types, you can gather comprehensive feedback in support ticket surveys, providing valuable insights to improve and optimize your support ticket resolution processes.

Integrations Supported by Zonka Feedback's Support Ticket Feedback Form

Zonka Feedback offers various integrations which enable a seamless flow of feedback directly within popular helpdesk and support ticket systems, facilitating better analysis and improvements in your support operations.

1. Zendesk: Integrate with Zendesk to streamline support ticket feedback, capturing valuable insights to enhance the overall efficiency and satisfaction of your helpdesk operations.
2. Intercom: Enhance your Intercom support workflows by integrating with Zonka Feedback, collecting feedback seamlessly within your Intercom platform for a more holistic view of customer interactions.
3. Freshdesk: Optimize your Freshdesk support ticket process with Zonka Feedback integration, allowing you to gather and analyze feedback directly within your helpdesk system for continuous improvement.
4. HelpScout: Integrate Zonka Feedback with HelpScout to gather actionable feedback on support ticket resolutions, providing valuable insights to enhance the performance of your support team.
5. Front: Streamline your support ticket feedback process by integrating Zonka Feedback with Front, enabling a cohesive approach to collecting and analyzing feedback within your Front platform.