Create a
feedback form or do a Survey using Service Desk
Thanks
to author : Bhuvnesh
How to do :
Usually all service departments conduct a customer
satisfaction survey or feedback for the services they are offering to their end
users or customers. Unfortunately this feature is not there by default in
service desk.
But Service desk can be customized to enable this. The
procedure would involve following steps:
1. Enable some
custom fields to define the feedback questions and also to capture customer's
inputs. (Ex: using Code or Text fields).
2. Customize service pages to include a new jsp which acts like a feedback form. This form would
contain all the custom fields defined above and also method to save these.
3. Customize ViewEditServiceCall.jsp
to call the new form on certain condition (ex: When the status of service call
is changed to Resolved.)
4. In the resolution emails request users to login to service
pages and confirm the solution and provide their feedback. When user logs in
he/she will see a link to provide feedback (this will open the Feedback form).
5. Modify / create views in database to report on the feedback
collected.
6. Create reports to display customer feedback received on a
weekly/monthly basis.
Original Post :