There are only a few things that need to be taken care of to enable the HappySignals workflow in your environment.
- Add voting buttons in the resolution e-mail. The ITSM tool typically sends an e-mail to the employee each time a ticket is resolved. HappySignals adds an html script that creates voting buttons to the e-mail. Each button is a URL containing pre-selected ticket classification data from the ITSM tool. The employee is asked to click one of the buttons to approve the resolution and rate the service received.
- Set up one-page survey. After clicking a rating button a simple, one-page survey from HappySignals cloud service is opened in a browser window. Answering the survey to give additional information is voluntary. The rating score, (possible) survey answer and ticket data are recorded as service feedback to HappySignals.
- Expose data for analysis. All collected feedback and ticket data is made available for real-time analysis in the HappySignals Analytics portal. Feedback data can also be sent back to supported ITSM tools* for presenting and reporting purposes. * ServiceNow, BMC Remedy and Remedy Force