Hi Dev Team, Tell me what do you think about this: a rating system for operators answers. The system should work that way: When the ticket is finally closed (successful or unsuccessful) the operator should send an email that contains a survey where the user/customer will be able to rate the technical support: 1. Time reaction; 2. Was the answer ok for you ? 3. Did we managed to fix your issue ? 4. Will you contact us for if you encounter another issue? etc .... The survey should be web based and have an unique ID (it can not be filled twice) based on the ticket number. Any way the above questions are only an example .... OTRS admin should be able to define all the questions and the ratings. That way we can measure our customers satisfaction and improve the operators skills. Cheers, Daniel ---- This message has been scanned by BitDefender and found to be clean.