Plugin to grade Support tickets

[Benjamin Sipe]

Hello - I recently join the company that I'm at and manage a Support team that uses Jira Service Desk for their technical support tickets from customers. Is there a plug-in for Jira Service Desk that helps the team (and business partners) grade their tickets? There are standalone apps/sites like Klaus but I wanted to see if there was a plug-in that achieved the same goal of checking the team's work and helping keep each other accountable for quality service. 

Thanks, 

Ben 

[Melo]

Hi @Benjamin Sipe, welcome to the community! 

For JSM, you have this feature out of the box. You need to activate it in the project settings.

Here is the documentation: https://confluence.atlassian.com/servicemanagementserver/collecting-customer-satisfaction-csat-feedback-939926566.html

Let me know if that helped.

Cheers,

Melo

[Benjamin Sipe]

Hello @Melo

Thank you for the article. We have CSATs already enabled and are collecting that feedback. However, I was looking for a solution that allowed internal users to double-check tickets and provide feedback. Ideally, 3-5 tickets would be randomly selected for a rep and sent to their manager, business partners, and/or peers. When the recipient clicks on the ticket ID, it brings them to a screen that shows the ticket information and 3 categories to grade them on (e.g. response time, resolution, and friendliness). The recipient reads the ticket and then quickly marks the scores and clicks submit. Those scores can be used to help coach employees on where they can improve. 

Hopefully, that provides a little more clarity around the ask. I want to find an easier way to check the quality of the support reps tickets. 

Thanks, 
Ben