/ 
RT-Extension-CSAT-0.03
River stage zero No dependents
/ RT::Extension::CSAT

NAME

RT::Extension::CSAT - Customer Satisfaction Feedback extension for Request Tracker

VERSION

version 0.03

AUTHOR

Jan Okrouhly <jan.okrouhly@xconsulting.cz>

LICENSE

This library is free software; you can redistribute it and/or modify it under the same terms as Perl itself.

DESCRIPTION

This is a simple RT (Request Tracker) extension to collect Customer Satisfaction (CSAT) feedback via tokenized links in resolution emails. It uses RT's NoAuth interface to collect score and optional comment.

INSTALLATION

1. Extract the extension archive:
tar xzf RT-Extension-CSAT.tar.gz
cd RT-Extension-CSAT
2. Install the extension:
perl Makefile.PL
make
make install
3. Configure RT to use the extension by editing your RT_SiteConfig.pm:
Plugin('RT::Extension::CSAT');
Set($CustomerSatisfactionSecret, 'mysupersecretvalue'); # Secret used to generate auth hash
4. Create two Ticket custom fields in RT:
- CSAT Score (Select one value 1 - 5)
- CSAT Comment (Free text)

Apply both of them globaly to all ticket queues and adjust any group or user rights to view their future content
 <a href="https://your.rt.url/NoAuth/CSAT?ticket=123&score=5&auth=...">Give Feedback</a>

Generate the auth hash using:
    Digest::SHA::hmac_sha256_hex($ticket_id . $created_datetime . $score, $CustomerSatisfactionSecret)
6. Restart your RT server.

EXAMPLE

Example of Resolution template (change @icons with your preferred Emoji):

Subject: Resolved: {$Ticket->Subject}
Content-Type: text/html

<p>Hello,<br><p>

<p>your ticket has been resolved. If you still have some questions or complaints, simply reply on this email message.<p>

<p>Please rate the ticket resolution, it will help us improve.<br>
{
  use utf8;
  my $ticket_id = $Ticket->Id;
  my $created   = $Ticket->CreatedObj->ISO;
  my $secret    = $RT::CustomerSatisfactionSecret || 'mysupersecretvalue';
  use Digest::SHA qw(hmac_sha256_hex);

  my $base_url = RT->Config->Get("WebURL") . 'NoAuth/CSAT';

  my @icons = (
    [1, '🌑🌑🌑🌑⭐', 'Very Dissatisfied'],
    [2, '🌑🌑🌑⭐⭐' , 'Dissatisfied'],
    [3, '🌑🌑⭐⭐⭐' , 'Neutral'],
    [4, '🌑⭐⭐⭐⭐' , 'Satisfied'],
    [5, '⭐⭐⭐⭐⭐' , 'Very Satisfied'],
  );

  my $links = join(" ", map {
    my ($score, $icon, $rate) = @$_;
    my $auth = hmac_sha256_hex($ticket_id . $created . $score, $secret);
    my $url  = "$base_url?ticket=$ticket_id&score=$score&auth=$auth";
    qq{<a href="$url" title="$rate">$icon</a>&nbsp;<a href="$url" title="$rate">$rate</a><br>}
  } reverse @icons);

  return $links;

 }
</p><p>
Thank You,<br>
Support Team

</p>