Request area and survey: what the customer sees

Two things that sit on the customer’s side, set in «Centro di controllo» → «Settings» → «Request area and survey».

The request area

A page where whoever wrote to you gets in with their email alone: they type the address, receive a six-digit code, enter it and they are in. No account, no password. They see only their own requests, and only the replies — internal notes never get out, neither the text nor the attachments. From there they can reply, attach files and open a new one with «New request».

It is an extension: if your kDesk has it, in the tab you find the «Request area» toggle — «Active: the people who wrote to you can get in.» — and «The address to give your customers» with «Copy» and «Open». It fits in the email signature and on the website. Whoever opens it without ever having written does not get in, and the page does not tell them why: saying so would let one find out who is a customer and who is not.

Below, «Who can get in»: the list of whoever has written to you at least once, with how many «Requests», the «Last request» and the «Last sign-in». It is not filled in: it is derived from the tickets.

Switching it off loses nothing: replies keep arriving by email, as before.

The «Ask how it went» survey

After a request is resolved, the customer gets an email with three faces — «Well», «So-so», «Badly» — and the chance of two lines of comment. One click and they tell us how it went. It is set with «How long to wait before asking» (from closing, up to a week) and, if they do not answer, «If they do not answer, remind them» with «How long to wait before reminding»: once only.

The rating appears at the top of «Details» in the ticket, and in the customer’s summary. See Reading a ticket.

«It’s not sorted»

In the same rating page the customer has the «It’s not sorted» button: they write what is missing, can attach a screenshot, and with «Reopen the request» the ticket goes back to «Open» in your list. They do not need to write you another email.

Questions this guide answers

• can the customer see their requests
• portal for customers
• how does the customer get in without a password
• satisfaction survey
• the faces after closing
• the customer said it is not resolved