Looking for rating per call system in OTRS

[Otabutin]

Hello,

We could be interested in our company for a system allowing to rate any call with a comment within OTRS.

When the customer closes the call for instance, or having a rating action in the list of calls.

Does any module exist for that which are compliant with a version 4.0.13 of OTRS ?

i did not find any helpful indication on OTRS web site.

Thanks in advance,

Olivier

[RStraub]

With a call, you mean a ticket or an actual call? Do you have some kind of CTI integration?

As for the rating, you know there's a survey module?

[Otabutin]

Hello,

Thank you for the fast answer, we have no CTI integration.

By call I mean any ticket created in OTRS and related to a customer contact.

Do you have somewhere a detailled explanation on Survey module and parameters of the module ?

I would prefer however just a rating feature as we are performing surveys already outside of OTRS.

Regards,

Olivier Tabutin

[RStraub]

Well you could set up a very simple survey, that consinst of only one question like:
"How satisfied were you with this solution / call" and give them a range of answers (bad - mediocre - very satisfied).

The parameters for this module are (not only, but the most important):
- Delay after closing until the survey is sent out
- Max. of surveys a customeruser receives in a 30day period
- Minimum of days between two surveys.

[Otabutin]

Ok, but I can trigger a survey by call ? Automatically or not ? The purpose would be to send one suvvey request per call closed and no other survey on the same call.

Can you detail me how it is implemented in OTRS ?

Do you have a short documentation about it ?

I would prefer an interface within the call itself for rating, that has never been implemented thus ?

Regards,

Olivier Tabutin

[RStraub]

As far as I know, you cannot trigger the survey manually, it's done whenever a ticket is closed that:
- Is in the configured queue for surveys
- Is not on the exception list for surveys

It should (though I haven't tested that) only send once per ticket. I do not know how this is handled if a ticket is re-opened and closed again.

I do not have documentation about it, but I recall that it wasn#t too difficult to setup.

Theres is also not integration with the ticket zoom, but it gives you a kind-of-dashboard that let's you see the accumulated result for that survey.

You could create a survey for each month and thus see something like "Customer satisfaction for January, February..." etc.

[Otabutin]

Thank you !

I have found also information here finally :

http://wiki.otterhub.org/index.php?title=Survey_Module

We would need to test it to validate it works as we require.

OTRS never provides a module just for tests I guess ?

Regards,

Olivier

[RStraub]

The Survey module is a free module from OTRS. You can download it here:
https://www.otrs.com/download-open-sour ... e/?lang=en

[Otabutin]

Ok Thank you for your help and feedback, much appreciated !