What is Ticket Management? | How to Manage Customer Responses using Ticket Management

Close the feedback loop efficiently, in no time!

Ticket Management from SurveySparrow enables you to close the feedback loop based on the priority level and collaborate with your teammates effortlessly. You can create actionable items required to resolve the ticket and track them regularly with the in-built system.

Let’s see how it works:

1. After receiving the survey responses from the respondents, go to the Results tab and navigate to Response. You can create a new ticket for every new response, by clicking on the ticket icon.

2. Create a new ticket by filling in the subject details, description, and necessary details for reference. Once you’re done, click Create Ticket.

And you have successfully created a new ticket!

3. You can view, track and analyze all the tickets created for your survey responses under Tickets on the home screen.

4. Select an individual ticket to reply to the respondent’s email id. Tag the priority type, ticket status, and due date from the dropdown list. You can also assign the ticket to a specific team member and ask them to follow up with it until the ticket is closed.


5. If a user emails or responds to your SurveySparrow account, you can find the ticket updated under Tickets. Furthermore, you can collaborate with your teammates, and address the customer queries until the ticket is closed. All in just one place.

Utilize Email Notifications in the Ticket Management module for prompt internal communication. To access this feature, navigate to Settings >> Ticket Management >> Email Notifications. This feature lets you trigger email notifications when a particular criterion is met.

Let’s see how this works.

Email notifications can be enabled both for the assignee and the requestor. 

An assignee will be notified in the following cases:

• When a new ticket is assigned
• When there is a new mention in an internal note
• When a ticket is overdue
• When there is a new response in the ticket assigned
• When a ticket is closed

A requestor will be notified in the following cases:

• When a ticket is overdue
• When a ticket is closed

Advantages

• It helps you address the client queries and suggest an instant solution to their problems
• It enables you to create a user-friendly product or service by continuously analyzing the feedback loop
• It reduces the hustle between multiple platforms and gets things done in one place
• It helps you collect actionable insights from your customers and become better at what you do

Note

• You can also pass on the information to your internal team via Internal Notes and tag someone from your team to take complete ownership of the ticket

That's all about Ticket Management for now. Please reach out to us if you have any questions. We are just a chat away!