diff --git a/content/applications/services/helpdesk/overview/ratings.rst b/content/applications/services/helpdesk/overview/ratings.rst index 138d88013..58cac181d 100644 --- a/content/applications/services/helpdesk/overview/ratings.rst +++ b/content/applications/services/helpdesk/overview/ratings.rst @@ -1,51 +1,111 @@ -======= -Ratings -======= +================ +Customer ratings +================ -Allow customers to rate their experience with your helpdesk teams to strengthen your credibility and -gain their trust. Reviews can also influence a customer’s decision and open space for feedback that -can help you improve the quality of your services. +Asking customers to rate the support they received from a *Helpdesk* team provides an opportunity to +gauge team performance and track customer satisfaction. Ratings can be published to the portal, +providing customers with a general overview of the team's performance. -Set up -====== +Enable customer ratings on a Helpdesk team +========================================== -Go to :menuselection:`Helpdesk --> Configuration --> Helpdesk Teams` and enable *Ratings on -tickets*. The feature automatically adds a default email template on the non-folded *closing -stage(s)* of that team. +To enable *customer ratings* on a helpdesk team by going to :menuselection:`Helpdesk --> +Configuration --> Teams`. Select a team from the list and navigate to the settings page. Scroll to +the :guilabel:`Performance` section, and check the box for :guilabel:`Customer Ratings`. -.. image:: ratings/ratings_on_tickets.png +.. image:: ratings/ratings-enable.png :align: center :alt: Overview of the settings page of a helpdesk team emphasizing the rating on ticket feature - in Odoo Helpdesk + in Odoo Helpdesk. -To edit the email template and the stage(s) set as the closing ones, go to the Kanban view of your -helpdesk team and click on *Settings*, then on *Edit Stage*. +Set a ratings request email template on a stage +=============================================== -.. image:: ratings/edit_stage.png +To automatically request ratings from customers once their tickets have closed, an email template +should be added to the appropriate stage. + +Once the :guilabel:`Customer Ratings` setting has been enabled on the team's settings page, (see +above) click the :guilabel:`Set an Email Template on Stages` link. Select a stage from the list, or +click :guilabel:`New` to create a new stage. + +.. important:: + Customers should only be asked to rate tickets once an issue has been resolved and their ticket + is closed. Therefore, a *ratings request* email should only be added to a stage that is + **folded** in the kanban, as tickets in a *folded stage* are considered closed. + +On the stage's settings page, select `Helpdesk: Ticket Rating Request` in the :guilabel:`Email +Template` field. This template has been pre-configured with ratings customers can use to provide +feedback. To view the template, click the arrow button to the right of the field. + +Once the template has been added to the stage, it will automatically send a message when a ticket is +moved to that stage. Customers will be asked to rate the support they received with colored icons. + + - *Green smiling face* - Satisfied + - *Yellow neutral face* - Okay + - *Red frowning face* - Dissatisfied + +.. image:: ratings/ratings-customer-email.png :align: center - :alt: Overview of a helpdesk team kanban view emphasizing the menu edit stage in Odoo Helpdesk + :alt: View of a standard helpdesk customer review email template for Odoo Helpdesk. -Now, once a ticket reaches the stage(s) designated as the *Closing Stage*, an email is sent to the -customer. +After selecting a rating, customers are taken to a webpage where they can provide specific written +feedback to support their rating. Once a rating is submitted, it is added to the chatter on the +ticket. -.. image:: ratings/email_customer_feedback.png - :align: center - :alt: View of a standard helpdesk customer review email template for Odoo Helpdesk - -Ratings can be seen on the chatter of each ticket, under the *See Customer Satisfaction* link on the -main dashboard, and through *Reporting*. - -Ratings visible on the customer portal --------------------------------------- - -Go to :menuselection:`Helpdesk --> Configuration --> Helpdesk Teams` and enable *Display Rating on -Customer Portal*. Now, by clicking on the helpdesk team’s name on their ticket, customers can see -its ratings. - -.. image:: ratings/customer_portal.png - :align: center - :alt: View of the helpdesk ticket from a user’s portal emphasizing the link to the helpdesk team - in Odoo Helpdesk +.. tip:: + Customer ratings can also be viewed through the :guilabel:`Customer Ratings` report. To view + this report, go to :menuselection:`Helpdesk --> Reporting --> Customer Ratings`. .. seealso:: - - :doc:`../advanced/close_tickets` + :doc:`/applications/general/email_communication/email_template` + +Publish ratings on the customer portal +====================================== + +After enabling the :guilabel:`Customer Ratings` setting, an option to publish ratings on the team's +website appears. Enabling this setting provides portal users with an overview of the ratings the +team has received over the last thirty days. Specific written feedback will not be included; only +statistics of the team's performance will be visible. + +.. important:: + In order to display ratings on the customer portal, a team has to have their visibility setting + set to :guilabel:`Invited portal users and all internal users`. This setting is found on the + team's settings page under :guilabel:`Visibility`. + +Next, to publish the ratings, go to :menuselection:`Helpdesk --> Configuration --> Teams` and +select a team. Scroll to :guilabel:`Performance` and enable :guilabel:`Publish this team's ratings +on your website`. + +To view the ratings for a team, a customer will log into the portal and navigate to one of their +tickets. After clicking on the team name in the :guilabel:`Managed By` field, they will be directed +to a page with the team's ratings over the past thirty days. + +.. image:: ratings/ratings-portal-overview.png + :align: center + :alt: View of the ratings performance overview from the customer portal. + +Manually hide individual ratings +-------------------------------- + +Individual ratings can be manually hidden from the portal. This allows for specific ratings to be +kept out of the performance metrics that are shown to customers. + +To make a rating visible only to internal users, navigate to the page for a rating. This can be done +in one of the following ways: + + - Go to :menuselection:`Helpdesk --> Reporting --> Customer Ratings` and click on one of the + kanban cards for an individual rating. + - Navigate to :menuselection:`Helpdesk --> Tickets --> All Tickets` and remove the + :guilabel:`Open` filter from the search bar. Then filter by :guilabel:`Satisfied`, + :guilabel:`Okay` and/or :guilabel:`Dissatisfied`. Select a ticket from the results. Click the + :guilabel:`Rating` smart button. + +Once on the rating details page, check the :guilabel:`Visible Internally Only` box. + +.. image:: ratings/ratings-keep-internal.png + :align: center + :alt: View of the ratings performance overview from the customer portal. + +.. seealso:: + - :doc:`/applications/services/helpdesk/advanced/close_tickets` + - :doc:`/applications/services/helpdesk/overview/reports` diff --git a/content/applications/services/helpdesk/overview/ratings/customer_portal.png b/content/applications/services/helpdesk/overview/ratings/customer_portal.png deleted file mode 100644 index a1ac19f7c..000000000 Binary files a/content/applications/services/helpdesk/overview/ratings/customer_portal.png and /dev/null differ diff --git a/content/applications/services/helpdesk/overview/ratings/edit_stage.png b/content/applications/services/helpdesk/overview/ratings/edit_stage.png deleted file mode 100644 index b361afd52..000000000 Binary files a/content/applications/services/helpdesk/overview/ratings/edit_stage.png and /dev/null differ diff --git a/content/applications/services/helpdesk/overview/ratings/email_customer_feedback.png b/content/applications/services/helpdesk/overview/ratings/email_customer_feedback.png deleted file mode 100644 index df4758f4d..000000000 Binary files a/content/applications/services/helpdesk/overview/ratings/email_customer_feedback.png and /dev/null differ diff --git a/content/applications/services/helpdesk/overview/ratings/ratings-customer-email.png b/content/applications/services/helpdesk/overview/ratings/ratings-customer-email.png new file mode 100644 index 000000000..60e77a688 Binary files /dev/null and b/content/applications/services/helpdesk/overview/ratings/ratings-customer-email.png differ diff --git a/content/applications/services/helpdesk/overview/ratings/ratings-enable.png b/content/applications/services/helpdesk/overview/ratings/ratings-enable.png new file mode 100644 index 000000000..0a82f700a Binary files /dev/null and b/content/applications/services/helpdesk/overview/ratings/ratings-enable.png differ diff --git a/content/applications/services/helpdesk/overview/ratings/ratings-keep-internal.png b/content/applications/services/helpdesk/overview/ratings/ratings-keep-internal.png new file mode 100644 index 000000000..824036313 Binary files /dev/null and b/content/applications/services/helpdesk/overview/ratings/ratings-keep-internal.png differ diff --git a/content/applications/services/helpdesk/overview/ratings/ratings-portal-overview.png b/content/applications/services/helpdesk/overview/ratings/ratings-portal-overview.png new file mode 100644 index 000000000..98746c1f0 Binary files /dev/null and b/content/applications/services/helpdesk/overview/ratings/ratings-portal-overview.png differ diff --git a/content/applications/services/helpdesk/overview/ratings/ratings_on_tickets.png b/content/applications/services/helpdesk/overview/ratings/ratings_on_tickets.png deleted file mode 100644 index e2fcf2261..000000000 Binary files a/content/applications/services/helpdesk/overview/ratings/ratings_on_tickets.png and /dev/null differ