How can clients estimate a support team?

Technical assistance
1
  • Used Zammad version: 5.4.1
  • Used Zammad installation type: docker-compose
  • Operating system: ubuntu 20.04
  • Browser + version: Google Chrome 114.0.5735.199

Expected behavior:

  • Users can estimate a ticket’s solution after the ticket is closed

Actual behavior:

  • There is no tool for collecting CSAT or other metrics.

Steps to reproduce the behavior:

  • I am trying to add some html script in an email after the ticket is closed, and it does not work

How do you solve this problem? Are there built-in tools for estimation a support answer? Is it possible to insert a script into an email in the scheduler?

2

Sorry I’m not able to understand your expected outcome exactly.
Zammad does have information on when a ticket has been created and when it was first closed.

These information can be used in e.g. Grafana for reporting use cases. However, you can’t calculate a time and send them to some user. At least not in Zammad scope.

You can learn more about Grafana here:
https://docs.zammad.org/en/latest/appendix/reporting-tools-thirdparty.html