[IMP] helpdesk: update ratings doc

closes odoo/documentation#4252

X-original-commit: 6c6f2398dd
Signed-off-by: Jessica Rogers (jero) <jero@odoo.com>
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Jess Rogers (jero) 2023-02-23 21:52:03 +00:00 committed by Zachary Straub (ZST)
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=======
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 customers 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 teams name on their ticket, customers can see
its ratings.
.. image:: ratings/customer_portal.png
:align: center
:alt: View of the helpdesk ticket from a users 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`

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