User Satisfaction in the Helpdesk

UserEcho includes a simple but effective way to track how satisfied users are with the answers they receive from your support team.

How it Works

• Ticket Resolved

  When an agent marks a ticket as Resolved, the system automatically sends an email notification to the user. This email invites them to rate the helpfulness of the answer they received.

• User Choices

  The notification gives the user three possible actions:

  • Ignore the message (no response).

  • Mark the answer as helpful.

  • Mark the answer as unsatisfactory.

    • If the user selects unsatisfactory, a text area will appear where they can describe why they weren’t satisfied.

    • If they provide details, the ticket is automatically reopened so the agent can continue working on it.

Check notification email example below:

Satisfaction Reporting

All responses are collected and details shown in a User Satisfaction Report. This report allows administrators to view user satisfaction levels over a selected time period, making it easy to monitor trends and identify areas for improvement.