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Email notification of "Not Satisfied" Survey Response

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.

Tsweeney
Parents

  • 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.

  • in reply to QDixon

    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.

Comment
  • in reply to QDixon

    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.

Children
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