SupportCandy Satisfaction Survey

Support teams often close a ticket without knowing whether the customer was happy with the outcome. This plugin fills that gap. After a ticket is resolved, the customer receives a short email with simple rating choices such as Terrible, Bad, Good and Excellent. Once they pick one, they can add comments on a dedicated page if they want to say more.

Administrators decide when and how invitations go out, including the email template and the number of days to wait after a ticket closes. Ratings and comments appear inside the ticket widgets, so agents and managers can read them right where they work. A dedicated Customer Feedback menu in the admin area gathers every response in one list.

Features

• Automated survey emails: Survey emails go out automatically after a set number of days following ticket closure. You can customize the email template that invites the customer to rate their support experience.
• Customizable rating options: Rating categories such as Terrible, Bad, Good and Excellent can be adjusted so the scale matches the way your business wants to measure satisfaction.
• Optional written feedback: After choosing a rating, customers can leave extra comments on a dedicated page. This adds personal context to the numbers your team collects.
• Popup on ticket closure: You can optionally show the survey right away when customers close their own tickets, which captures their impression while the experience is fresh.
• Customer Feedback admin menu: A dedicated menu lists all responses and offers filters, so you can sort and review feedback by rating or by date.
• Scores inside ticket widgets: Each ticket shows its rating and feedback in the ticket details, which lets agents and managers review the result without leaving the ticket.
• Ticket list filtering by rating: Filter the ticket list by customer satisfaction level to find low-rated tickets for follow-up or training, or to see which ones earned top marks.
• Custom confirmation messages: Write your own thank-you or confirmation text for each rating, so customers get a fitting reply after they submit their answer.

Best for

• Sites running the SupportCandy helpdesk plugin
• Support teams that track customer satisfaction per ticket
• Managers who review agent performance from customer ratings