Translations:Technical support service/5/en

Lack of Response in "Awaiting Feedback" Status

If the user does not leave a comment after the technical support specialist has set the "Awaiting Feedback" status, then after two weeks (14 days), the request will be automatically closed by the system. That is, the system will automatically change the request's status to "Completed".

Quality Assessment of Interaction with Technical Support

Within a few minutes after the completion of work on the request (receiving the "Completed" status), the user will receive an email asking them to rate their interaction with the support team (on a five-point scale). Clicking on any rating will take the user to the technical support portal, where they need to re-rate (on a five-point scale) and comment on their experience with the technical support team. The comment left by the user will help improve interaction with technical support.

Feedback window with ratings.

To see this email, the user needs to log into the email they used to create the request on the technical support portal.

Final Outcome

Users know and understand how to interact with the technical support portal and technical support specialists. They understand the rules and procedures for correctly resolving user errors.