Feature #807

Manage survey for closed tickets

Added by Anonymous over 7 years ago. Updated about 3 years ago.

Status:Closed Start date:
Priority:High Due date:
Assignee:yllen % Done:

100%

Category:Helpdesk
Target version:0.80

Description

Dans l'objectif de permettre de mieux répondre aux attentes des utilisateurs, il serait interessant de pouvoir faire des statistiques à la fermeture de chaque tickets.

Pour cela, il serait judicieux d'offrir aux utilisateurs, la possibilité de faire un retour de satisfaction après chaque clôture de tickets.

Cette demande de retour pourra être proposée systématiquement ou pas en fonction d'un paramètre définit par l'administrateur (oui/non/proposable). Ce paramètre permettra au technicien de pouvoir proposer ou pas une enquête en fonction de la proposition de choix définit par l'administrateur.

Lors de la fermeture d'un ticket, le technicien pourra ou ne pourra pas proposer un questionnaire de satisfaction à son utilisateur en choisissant sa réponse dans une liste déroulante, et ce à condition que l'administrateur n'ai pas interdit la fonction.

Le questionnaire de satisfaction devra rester simple et devra offrir en standard la possibilité de noter un ticket avec une note de 0 à 4 (0 : Mauvais; 1 : Insuffisant; 2 : Acceptable; 3 : Bien; 4 : Très bien) ainsi que la possibilité de rajouter un commentaire.

Il serait également judicieux de mettre en place une page de reporting sur les notations des tickets par catégories ou par techniciens.

(pour plus de détails cf :http://glpi-project.org/forum/viewtopic.php?id=4930)

Chanrtier : SatisfactionUtilisateur


Related issues

blocked by GLPI-PROJECT - Feature #1927: Cloture administrative Closed 11/11/2009
blocked by GLPI Documentation - Task #2342: Retour satisfaction utilisateurs Closed 10/25/2010

Associated revisions

Revision 12517
Added by yllen over 3 years ago

first work on ticket satisfaction see #807

Revision 12521
Added by yllen over 3 years ago

missing files see #807

Revision 12528
Added by yllen over 3 years ago

cron for ticketsatisfaction see #807

Revision 12567
Added by yllen over 3 years ago

TicketSatisfaction see #807

Revision 12631
Added by yllen over 3 years ago

work on ticketsatisfaction see #807

Revision 12674
Added by yllen over 3 years ago

work on ticketsatisfaction see #807

Revision 12675
Added by yllen over 3 years ago

search for ticketsatisfaction see #807

Revision 12677
Added by yllen over 3 years ago

droits minimum see #807

Revision 12786
Added by yllen over 3 years ago

missing file see #807

Revision 12849
Added by yllen over 3 years ago

add rights ticketsatisfaction - see #807

Revision 12891
Added by moyo over 3 years ago

clean inquest see #807

Revision 12897
Added by moyo over 3 years ago

add star slider for satisfaction see #807

Revision 12898
Added by moyo over 3 years ago

add function to display satisfaction see #807

Revision 12899
Added by yllen over 3 years ago

ticketsatisfaction see #807

Revision 12945
Added by yllen over 3 years ago

add type enquete - see #807

Revision 13091
Added by yllen over 3 years ago

ticketsatisfaction see #807

Revision 13105
Added by yllen over 3 years ago

TicketSatisfaction see #807

Revision 13153
Added by yllen over 3 years ago

add search on inquest type - see #807

Revision 13154
Added by yllen over 3 years ago

begin notification - see #807

Revision 13210
Added by moyo over 3 years ago

fix displqy for root entity : see #807

Revision 13219
Added by yllen over 3 years ago

fix config if no entitydatas - see #807

Revision 13273
Added by yllen over 3 years ago

fix notification see #807

Revision 13332
Added by yllen over 3 years ago

fix config for root entity see #807

Revision 13349
Added by moyo over 3 years ago

fix default value for inquest : see #807

Revision 13351
Added by tsmr over 3 years ago

fix default value for inquest : see #807

Revision 13353
Added by yllen over 3 years ago

fix rights to update see #807

Revision 13395
Added by yllen over 3 years ago

notification for ticket satisfaction see #807

Revision 13399
Added by yllen over 3 years ago

fix URL in notification for external inquest see #807

Revision 13410
Added by yllen over 3 years ago

fix notification for satisfaction see #807

Revision 13512
Added by yllen over 3 years ago

external inquest see #807

Revision 13520
Added by yllen over 3 years ago

url for external inquest in notification - Fixed #807

Revision 13621
Added by yllen over 3 years ago

fix display config see #807

Revision 13625
Added by yllen over 3 years ago

add tag for ticketsatisfaction see #807

History

Updated by jmd about 7 years ago

Pense bète :

- Un lien s'active dans le tableau des tickets helpdesk pour les tickets clos, permettant ainsi à l'utilisateur d'indiquer son niveau de satisfaction.

- On ajoute l'onglet feedback dans le formulaire de ticket du helpdesk lorsque celui-ci est clos

- Si feedback de l'utilisateur, affichage dans le formulaire du ticket du centrale.

- Prévoir des stats

Updated by moyo about 4 years ago

  • Assignee deleted (8)
  • Target version changed from 0.78 to 0.80

Updated by moyo over 3 years ago

  • Assignee set to moyo

Updated by moyo over 3 years ago

  • Assignee changed from moyo to yllen

Updated by yllen over 3 years ago

  • % Done changed from 0 to 90

Updated by yllen over 3 years ago

  • Status changed from New to Resolved
  • % Done changed from 90 to 100

Applied in changeset r13520.

Updated by moyo about 3 years ago

  • Subject changed from Retour satisfaction utilisateurs to Manage survey for closed tickets

Updated by moyo about 3 years ago

  • Status changed from Resolved to Closed

Also available in: Atom PDF