Please provide a way for a designated user (likely a manager) to receive an email notice when a negative user survey is returned after an incident is closed.
Like this - add another piece to this is that while this is a training issue, many times they write a comment in the Survey that really should be a comment within the incident. Such as this has not been resolved. Without looking at the Survey on a regular basis you might miss these comments that they still have an issue.
This is very important but wanted to know if delete is an option?
I think the system should automatically reopen or open a new ticket if a not satisfied response is given. The user should receive an email designating if they would like to reopen the ticket.
I like that recommendation from QDixon.
I just logged exactly the same then saw this
thwack.solarwinds.com/.../notification-to-itsm-when-a-dissatisfied-csat-is-received
I am not sure this would be the best approach, many times the incident is resolved but they weren't happy with an aspect of the service (time, capability, etc), this should not be left to the team that initially resolved the issue to deal with 'Not satisfied' but rather an ITSM who can objectively look at the facts and help the service desk learn from this.
I am a manager and the last two ticketing systems I worked in could be programmed to send any survey with a negative response or a comment to the manager for review. I could then follow-up with the user immediately to see what the issue was and what group handled the ticket.
I've got a similar, but different, request in. Both of our requests would be solved by the simple addition of allowing Automation Rules based on CSAT responses.https://thwack.solarwinds.com/products/solarwinds-service-desk-swsd/i/feature-requests/automatically-close-requests-with-satisfied-csat
