Helpdeskrating is a Plugin for GLPI http://www.glpi-project.org extending the helpdesk tickets with a new tab. Here the work of the technician can be rated in 4 different
categories (overall, sollution, technician, time) with points from 1 to 6, where 1 is best and 6 is worst.
In turn the technician can also rate the requester's communication, input and collaboration, also with points from 1 to 6.
Additional to that the requester and the technician have the possibillity to add a comment to their rating, to explain the given points, if needed.
The rating is possible as soon as the ticket is solved.
GLPI-Logo by the GLPI-Project
Thumbs in Logo by http://commons.wikimedia.org/wiki/User:Bersam
- Rating of Helpdesk tickets by the requester and the technician
- Rating is optional and always possible as soon the ticket is solved
- Rating a Ticket automatically accepts the solution
- Different statistics for the technician
It works only on tech side which is not helpfull as the most important thing is the client (user) satisfaction. I asked support to the dev, but still not received any response.
It is certainly a great tool... thank you very much for that! In fact, that's something I'm waiting for a while. Unfortunately I'm facing a little problem with this plugin and wonder if you could help me... I've installed the plugin, no problems has been reported and everything seems to be fine. But when I look for it at tickets(already closed) tab, the first "radio buttons" doesn't appears to be select. Just the radios for rate "communication" and so on... at the second frame... What could be?
Looks like a great addition to getting feeback, only issues how do the ticket requesters get diercted to filling this out? is it done automatically like the satisfaction surveys.