[IMP] helpdesk: update ratings doc

closes odoo/documentation#4250

X-original-commit: 6c6f2398dd
Signed-off-by: Jessica Rogers (jero) <jero@odoo.com>

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`