Collecting feedback from clients

You can collect feedback from clients after their incident or service request is closed by using the following options:

• Option 1: Configure the following workflows to send an email message with a link to a survey:
  • Notify the client when a service request is closed
  • Notify the client when an incident is closed
    Clients can click the survey link in the email message and provide their feedback. For more information, see Collecting feedback through an email survey.
• Option 2: You can also collect feedback from clients by embedding images in an email template and configuring the Notify the client when an incident is closed workflow to send an email with this template to the client. For more information, see Collecting feedback through images in email messages.