Welcome to the feedback feature of our ticketing system. As a Manager, you have the option to provide feedback on your own tickets as well as those belonging to your team.

You can conveniently choose between two categories: "My Tickets" and "Team's Tickets".

How to rate the performance of support team for your ticket or request.

After your support ticket/request has been closed, you have the option to rate the performance of the technical support team using the rating system which includes five different feedback options.

Case 1

Explains how to give a 5 rating, indicating that you feel the support team has put an awesome effort into resolving your issue and you are highly satisfied with the ticket/request closure.

Follow these steps to give 5 rating:

Once a ticket/request get closed you will provided with a rating system on chat section

Step 1: On the rating system, select the fifth emoji from the left-hand side, which features an awesome face.

Step 2: If necessary, you can add comments to provided feedback on comment section as well.

Step 3: Click on the submit button to finalize your rating.

Case 2

Explains how to give a 4 rating, indicating that you feel the support team has put a good effort into resolving your issue and you are mostly satisfied with the ticket/request closure.

Follow these steps to give 4 rating:

Step 1: On the rating system, select the fourth emoji from the left-hand side, which features a good feeling face.

Step 2: If necessary, you can add comments to provided feedback on comment section as well.

Step 3: Click on the submit button to finalize your rating.

Case 3

Explains how to give a 3 rating, indicating that you feel the support team has put the effort in resolving your issue and you are satisfied with the ticket/request closure.

Follow these steps to give a 3 rating:

Step 1: On the rating system, select the third emoji on the left-hand side, which features a satisfied face.

Step 2: If necessary, you can add comments to provided feedback on comment section as well. You can explain the reasons why the support team's resolution efforts were satisfactory only.

Step 3: Click on the submit button to finalize your rating.

Case 4

Explains how to give a 2 rating, indicating that you feel the support team needs to improve his effort in resolving your issue and you are not satisfied with the ticket closure.

Follow these steps to give a 2 rating:

Step 1: On the rating system, select the second emoji on the left-hand side, which features a gloomy face.

Step 2: If necessary, you can add comments to provided feedback on comment section as well. You can explain the issue and the reasons why the tech support team's resolution efforts were not good enough.

Step 3: Click on the submit button to finalize your rating.

Case 5

Explains how to give a 1 rating, indicating that you feel the support team did not put forth their best effort in resolving your issue and you are disappointed with the ticket/request closure.

Follow these steps to give a 1 rating:

Step 1: On the rating system, select the first emoji on the left-hand side, which features a sad face with tears.

Step 2: Provide a brief description explaining why you feel disappointed. You can explain the issue and the reasons why the support team's resolution efforts were not satisfactory.

Step 3: Click on the submit button to finalize your rating.

This feature allows MSPs to track users experience and improve their service. To give feedback, please follow the steps mentioned above.

Note: Users have the option to provide feedback even if they have closed or cancelled their ticket before support team provided a solution.