Have you received a notification for a negative review only to find out your customer submitted a positive one? Do your customers reach out to you reporting that they're seeing a message that says "We've already received feedback for this ticket." after clicking the survey?
This is an issue known to us and we can help you prevent it.
What is the issue?
In many cases, the issue you're facing of receiving feedback that wasn't submitted by the named contact is caused by email security services (for example Barracuda, or Microsoft's ATP) that automatically follow all links in sent or received emails to check for security risks.
When a scanning service follows a link it appears to SmileBack the same as if a user had clicked that URL, and this triggers a review.
If you suspect this is happening but aren't sure please read the following and contact us at email@example.com, we are happy to investigate.
How can it be solved?
There are two ways of preventing this, one on your end where you whitelist us within your client's email security services and one on our end where we double-check suspicious responses and filter them out.
Whitelisting SmileBack to prevent false reviews
You can often prevent this situation by whitelisting SmileBack with your email scanning service or that of your client. This means the email scanner will skip links from SmileBack.
Find the whitelist (it may be called something different, like "trusted domains") in your scanning service and add "feedback.smileback.io" to it.
Filtering out false reviews
We previously offered the option of running all review submissions through reCAPTCHA. We have an improved and tested solution that only runs reviews through reCAPTCHA when we suspect them of not coming from your customers.
How do we determine that? We built a list of IP addresses/networks that we know are implicated in these false results and have also put in place a mechanism so that reviews submitted without the survey email being opened are flagged.
Other survey responses will be exempted completely from reCAPTCHA. By doing this we hope to keep filtering out the majority of automated clicks while reducing the instances of a human having to complete a reCAPTCHA puzzle to near zero. We are calling this the “Pre-filtered reCAPTCHA”.
What should I do now?
Please reach out to us at firstname.lastname@example.org and provide us with the following information:
- A clear description of your issue
- The ticket number for the reviews in question
- The email security service of your client in question (Office 365's ATP Safelinks, Barracuda, Vade Secure, Mimecast, etc)
We will then investigate to identify the source of those reviews.
Would the customer see any changes or have to do anything different?
No, this is a solution that will be running in the background and that has been designed not to disrupt your end users' experience. It's highly unlikely that your clients will see a reCAPTCHA puzzle.
How much does it cost?
The pre-filtered reCAPTCHA is free of charge and included in your subscription.
Do we have to enable the solution on the client side or our side?
All you have to do is let us know that you'd like it enabled and we'll do that for you. This setting isn't accessible from the SmileBack app settings but we can always disable it or re-enable it for you upon request. Your clients don't have to take any action as the solution runs in the background.
How can I remove those reviews if I don't want to enable the solution?
You can remove them manually, here's how: Deleting a review