FuseDesk Case Ratings and FeedbackFuseDesk can automatically follow up with your customers after you close their case and ask them for feedback.

Simple head to Departments under Settings and select a department to configure. Head on down to Ratings and Feedback.

The Feedback Delay determines how long after a case is closed you’d like us to ask for feedback. By default this is turned off and we don’t ask for feedback. To enable feedback, simply select a delay, for example After 1 Day.

Instead of asking for feedback on every case, you can select a Sample Set so we only ask for feedback on some cases. This helps to give you a representative view of how well your team is doing without sending every customer an email for every case they open.

The Feedback Frequency determines how long we wait before asking a customer for feedback again. This way, if a customer has multiple cases open with you, you can avoid asking them for feedback on every single case.

In order for us to request feedback, we need a default Feedback Template. Click on the New button to create your feedback template and after you’ve created your first template, click on Edit to edit it again in the future.

Typically your feedback email should be sent from the business owner, director of support, department head or manager.

Case Rating and Feedback Suggested Settings

As a best practice, we typically recommend the following settings:

  • Feedback Delay of 1 Day
  • Sample Set of:
    • 100% if you handle <100 cases a week
    • 75% if you handle 100-200 cases/week
    • 50% if you handle 200-500 cases/week
    • 33% if you handle 500+ cases/week
  • Feedback Frequency of 4 Weeks