Customer Feedback Template

Customer feedback templates in Infraon allow admins to take post-ticket surveys from requesters to gather customer insights and drive improvements in product features. These surveys capture customer feedback to guide product development and optimize the customer experience.

How does it work?

Infraon streamlines gathering customer feedback by offering pre-built templates. Admins can either choose a default template based on the impacted services or customize one to their needs. Once a template is created, it can be easily integrated into the workflow for that specific service. This means whenever a technician resolves a ticket linked to that service, the requester automatically receives an email prompting them to rate and comment on their experience. This seamless process ensures valuable feedback is collected consistently, helping improve service quality.

What you see on the screen

Label

Action

Description / Example

Search

Search for the required Template.

Filter

Filter can be added based on the field and condition from the drop-down box below.

Field – Name, Description, Services, Link Expires in.

Condition – contains, not contains.

New Feedback

Click to add a new Template.

Available Templates

View the templates added to the configuration page.

Instructions to add Customer Feedback Template

  • Go to Infraon Configuration> Infraon Automation> Customer Feedback Templates.

  • Click the ‘Add Feedback’ button at the page's top right corner.

To the 'New Feedback’ page. Refer to the table for more information.

Label

Action

Description / Example

Basic Details

Feedback Name

Click to add a name to the template.

Description

Click to add a brief description of the template.

Services

Selected the impacted services from the drop-down box below.

For services not included in the dropdown, navigate to Service Management > Service Catalogue > Add Services to create a new one.

Link Expires In (Days)

Define the validity period for the requester's access link.

Choose a validity period (1-99 days) from the dropdown menu.

Default Star Rating

Define a default star rating that will be presented as the initial selection for the requester during the rating process.

Select from the drop-down below.

  • In the create form page, drag and drop to select the relevant user experience aspects you want the user to rate for the service.

  • Click on the configure option to make changes to a specific catalogue.

  • Once done, click “Save” to add the template.

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