Your comments
Any chances that this will be reviewed?
It's not about placing forms in e-mails but providing direct links that via API will answer satisfaction survey. Example - you are getting e-mail with info to fill the satisfaction survey. In that e-mail you have 5 icons that represent grade - after you click it you are rediracted to a page that says - thanks for filling the survey!
This shortens the time where users have to browse to ticket and mark one the stars and press save.
Based on experience of 700 users - that would be great improvement :).
I can deliver you icons/images with smiling faces if you need them :).
Just to remind you. This has been already implemented as a plugin - http://plugins.glpi-project.org/#/plugin/fpsaml. Some additional development is needed (there is an issue with session which blocks access to plugins).
- initial category (after categorization/initial diagnosis) and category which was used when ticket was closed (this can help identify if all tickets are properly categorized).
Customer support service by UserEcho
Still under review?