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
