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At SolarWinds we're committed to enhancing your experience through continuous improvement. Your opinions and insights are crucial to us, as a valued member of our community. We invite you to participate in our 2024 Customer Experience Survey. It’s quick—just four minutes—and you’ll earn 1,000 THWACK points for your…
Here on THWACK, we pride ourselves in creating the best community in IT. Every day we see new trends and hear how technology changes the world. We're here to help you navigate through it all. We want our users to know that we're here to be your constant through the constantly evolving IT landscape. Our goal will never…
If an incident ticket requester is the same user-ID as the agent who closes the incident ticket, they should not be allowed to fill out a customer service request about themselves.
When utilizing the custom survey option, the customer is sent the link in email. This sends them to the SWSD and requires a login. The least amount of extra clicks as possible would be beneficial in getting our customers to complete the survey.
When creating a new widget in the dashboard, you can only group by dropdown fields. I created a custom satisfaction survey with a star rating field. I would like to create a widget and group by a star rating field so I can easily see it in the dashboard without having to go to Analytics> Reports> Customer Satisfaction and…
Still using the reports to view customer satisfaction feedback, you should also have an email sent to the technician's manager when a user has completed the survey for a ticket that was closed, which should include the survey question(s) and user's comments. According to SolarWinds tier two team, notifying a Manager or…
Chris Kaschmitter chris.kaschmitter@cardinalgroup.comCustomer wants to include the incident number in a URL to an external survey. The tag {{incident_number}} includes the "#" as in #12345. The "#" does not work in a URL. In the Survey URL field, they would like to include a tag, for instance:…
We sometimes have a user provide feedback on the wrong ticket or they change their mind after submitting their response. There should be a way for management or requester to go in there and change the original response.
With security becoming more and more important by the second, we as an organization are requesting and additional button to click on once you click on the link from the emails. Right now we have email filtering that is inspecting the links since these emails are external and when the email filter is clicking on the link it…
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