Customer satisfaction feedback (CSAT) in Slack

Owned by Megan Storie
Last updated: Aug 14, 2024 by Michelle Ruoff
1 min read

Overview

HelpDesk+ sends feedback requests in Slack when users' requests are completed. This is a great way to understand how you are doing in the eyes of your requestors.

  • Feedback requests are enabled by default when you install HelpDesk+.

  • You can share feedback received with your team in a Slack channel.

  • Feedback results can be viewed on the account portal.

    • Result export is coming soon! Reach out to be notified when this feature arrives.

 

 

How it works

  1. A request is marked as resolved.

  2. The user receives a message from HelpDesk+ asking for their feedback.

  3. The user can optionally provide text feedback with their response.

 

 

 

Manage settings

  1. Log in to your account.

  2. Navigate to the Settings section under Helpdesk+.

  3. Under General Settings:

    • Select Send requests for feedback when issues are resolved.

    • Select a channel in Slack.

  4. Save settings.

General Settings Panel in the account portal

 

 

 

Related articles

  • Page:
    Set up a Jira service account for the Main Authorized User (HelpDesk+ for Slack) — This article explains how to set up a Jira service account to:

    • be used as the Main Authorized User (MAU)

    • help prevent potential issues when connecting to a specific employee account as the MAU

    • limit access to the main user via Jira configuration. (The main user is the user who initially connected your bot in Slack to your Jira instance, and can be changed from the Account Portal)
  • Page:
    HelpDesk+ account settings (HelpDesk+ for Slack) — This article explains the different account settings available in HelpDesk+ for Slack. These settings control what the bot can do and how it responds in Slack. You can limit access to users who can change their account settings.
  • Page:
    Admin installation and connection guide (HelpDesk+ for Slack) — This article explains how to install and connect HelpDesk+ for Slack as an admin.
  • Page:
    Administrator access permissions (HelpDesk+ for Slack) — This article explains how to provide administrator access to HelpDesk+ for Slack.

    • Administrators are globally defined per bot.

    • Users can request access to join the administrator list.