ThJu,

I implemented this feedback/customer satisfaction system on a previous RT 
installation. 

I created a queue with a custom field for a satisfaction rating (1 -> 5). The 
feedback form was a simple Perl CGI.pm page. The link provided by the outgoing 
RT email include the ticket ID in the CGI argument. When the user submitted the 
form, a ticket was created in the feedback queue, the custom value stored, any 
comments were added and a link was created between the two tickets. Any 
duplicate submissions resulted in additional comments to the feedback ticket 
and an updating of the custom field.

Keith

-----Original Message-----
From: [email protected] 
[mailto:[email protected]] On Behalf Of ThJu
Sent: Monday, March 17, 2014 5:40 AM
To: [email protected]
Subject: [rt-users] Collect Feedback via CustumField and Link

Hi,

I'm pretty new to RT and want to implement a very simple feedback-function to 
our RT. 

I think of a scenario like this:

A customer gets an email when the ticket is resolved (already exists). In this 
mail he will see a simple rating matrix in form of traffic lights, smilies or 
something like this. This matrix should picture, if the customer is satisfied 
with our work on this ticket or not (positiv, neutral, negativ feedback). 
Behind these three matrix symbols are hyperlinks that represent the feedback in 
a customfield relayed to the ticket (0 = no feedback, 1 = positiv, 2= neutral, 
3 = negativ). With a click on the suitable hyperlink/ image the customer is 
done with his feedback. 

Now I'm looking for a way to implement a customfield that reacts on 
autogenerated hyperlinks related to the customfield... Any ideas? 

Thanks
ThJu











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