Re: [otrs] Survey add on module

You can also install LimeSurvey for this purpose. On Mon, Feb 24, 2014 at 5:33 AM, Jason Marshall wrote:

Thanks, I will do that.

-----Original Message----- From: Johannes Hoerburger [mailto:johannes.hoerburger@otrs.com] Sent: 24 February 2014 12:25 PM To: jasonm@cat.co.za; User questions and discussions about OTRS. Subject: Re: [otrs] Survey add on module

Hi Jason, Survey is meant to send requests to customers not agents. Out of the box it won't work for your idea.

If you really need it and you're willing to spend some money on it, pls contact sales@otrs.com for an enquiry how much a custom development would cost that would enable sending surveys to the last agent that dealt with the ticket instead of customers.

Kind regards Johannes Hoerburger

Am 24.02.2014 um 11:14 schrieb Jason Marshall :

...

Hi All

I would like to use the survey add on for my own support people who handled or interfaced with our customers. So the survey is not going out to the customers, but to the person who dealt with the support ticket. I also want to do this for our RMA queue.

I would like to ask my guys 4 questions to rate the customer's support level in order to provide the customer accurate channel partner discounts.

Can this be done?

Any other add on module that might get me closer to the above. I know I can do time accounting, but I think we have too many support staff on the field not entering data into the OTRS system. I would rather work on an average to get a more accurate figure per customer over a defined period.

Kind Regards, Jason Marshall

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