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2.0 KiB
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53 lines
2.0 KiB
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=======
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Ratings
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=======
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Allow customers to rate their experience with your helpdesk teams to strengthen your credibility and
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gain their trust. Reviews can also influence a customer’s decision and open space for feedback that
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can help you improve the quality of your services.
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Set up
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======
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Go to :menuselection:`Helpdesk --> Configuration --> Helpdesk Teams` and enable *Ratings on
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tickets*. The feature automatically adds a default email template on the non-folded *closing
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stage(s)* of that team.
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.. image:: media/ratings_on_tickets.png
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:align: center
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:alt: Overview of the settings page of a helpdesk team emphasizing the rating on ticket feature
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in Odoo Helpdesk
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To edit the email template and the stage(s) set as the closing ones, go to the Kanban view of your
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helpdesk team and click on *Settings*, then on *Edit Stage*.
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.. image:: media/edit_stage.png
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:align: center
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:alt: Overview of a helpdesk team kanban view emphasizing the menu edit stage in Odoo Helpdesk
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Now, once a ticket reaches the stage(s) designated as the *Closing Stage*, an email is sent to the
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customer.
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.. image:: media/email_customer_feedback.png
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:align: center
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:alt: View of a standard helpdesk customer review email template for Odoo Helpdesk
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Ratings can be seen on the :doc:`chatter <../../project/tasks/collaborate>` of each ticket, under
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the *See Customer Satisfaction* link on the main dashboard, and through *Reporting*.
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Ratings visible on the customer portal
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--------------------------------------
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Go to :menuselection:`Helpdesk --> Configuration --> Helpdesk Teams` and enable *Display Rating on
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Customer Portal*. Now, by clicking on the helpdesk team’s name on their ticket, customers can see
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its ratings.
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.. image:: media/customer_portal.png
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:align: center
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:alt: View of the helpdesk ticket from a user’s portal emphasizing the link to the helpdesk team
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in Odoo Helpdesk
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.. seealso::
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- :doc:`../../portal/my_odoo_portal`
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- :doc:`../advanced/close_tickets`
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