Hi everyone,
I am hoping you all can help with a new process we are trying to implement. We currently collect general customer feedback on our website through a WordPress form which emails our call center who then has to figure out how to handle it. Separate from that, in Tessitura we use CSIs for customer feedback and items that need to be resolved. This is nice because we have departments and people assigned to different types of problems and those problems can be automatically sent to them and we can reliably track open vs resolved issues.
We would like to streamline our feedback and response processes, ideally getting the general feedback we receive online to automatically populate our CSIs. We do use TNEW, but as far as I have been able to figure out, in order to save a CSI through TNEW you have to create a custom form which would then be attached to an order. We want our visitors to be able to give us feedback without buying a ticket or donating. Also, while we would like people to log in to give us feedback, we don't want to require it. Has anyone else done something like this? Any ideas on how we could go about doing it, or something I have just missed?
Many Thanks!
-Amber C.
I built a couple of these when we had our own custom site, but we lost the ability when we went to TNEW. One thing I know that you'll need to think about is a "performance" for the CSIs, since I think that is required. I haven't tried it, but you might be able to specify perf_no = 0, and hopefully the performance being inactive doesn't cause problems for the CSI. Otherwise you might create "performances" for each kind of feedback form you are building. Our feedback forms (we also had a waiting list form for provisionally sold out shows) both could use the number of the performance in question.
Second, it seems to me that you have two options for a customization:
1) a TNEW customization: would require custom login (which you don't mind), should be very simple to set up, frankly.
2) an import utility that takes form data from your Wordpress page and constructs CSIs out of it. You can get a fairly good match based on email address, generally, but it would need to have some kind of handling for unmatched addresses or email address multiples. This would allow you to avoid customer login, and give you a little more leeway in form construction, but would require more manual work on your part managing moving the data and handling exceptions.
Our TNEW Forms have a bit of code where if the price is $0 and the ticket range is 0-1 it'll just add 1 to the cart and turn invisible. That means that the customer goes to the form page and fills in the form. Logs in or guest checkout and completes the transaction. Seems to work fine
Thank you! Do you have an example on your website currently that we could look at to see if we think this could work for us?
I would create a precart page that has a form and upon submit call a local procedure to create the CSI.
Flow:
1. Button / Link to login and redirect to validate point.
2. Bit of HTML and Javascript to create the form and collect the data
3. Submit button to call a procedure and pass the data (maybe a redirect to a thank you message)I
If you want me to slap together an example let me know. I could probably get to it next week.