Topics started by ggirdwood
Hi folks,I've been chasing FD for quite some time regarding this and still do not have a solution. In my FD setup we send customer satisfaction links once a ticket is marked as resolved, as you may know links that are embedded within the email point directly to satisfaction results e.g. /survey/happy survey/ok survey/poor. The problem with this is that many corporate companies check URLs when an email is sent for security purposes and even peoples personal AV check URLs also. So when these systems scan the links they will register as a customer satisfaction response on your system.I found this out as we like to contact any customer who leaves poor feedback and follow up with them to see how we can improve and also if we can help them any further.When we called we started getting customers swearing blind that they never left this feedback, initially we thought they may be embarrassed but we then found that it was happening with all customers we contacted that had left negative feedbac
Hi all,I'm not sure how many of you are aware of this but I have since found out that in reports when you look at the SLA % it is a metric solely focussed on when a call is resolved not taking in to account the response time SLA.I would of imagined that surely if you have a "response SLA" and a "resolution SLA" that these metrics would appear in reports separately.I've spoken with those at Freshdesk who have advised that the response SLA isn't even stored in the database in order to run reports.I'm pretty disappointed with this and wondered if anyone else has come across this or were even aware of this?!I've been told there is a "major overhaul" of reports coming from the ground up but who knows how long this will take...GrantMood: Shocked and unhappy
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