[IMP] Helpdesk: customer ratings

closes odoo/documentation#9176

X-original-commit: c19f71fd4c
Signed-off-by: Jessica Rogers (jero) <jero@odoo.com>
Co-authored-by: Timothy Kukulka <91896312+tiku-odoo@users.noreply.github.com>

content/applications/services/helpdesk/overview/ratings.rst

@@ -3,15 +3,18 @@ Customer ratings
 ================
 
 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,
+gauge team performance and track customer satisfaction. Ratings can be published on the portal,
 providing customers with a general overview of the team's performance.
 
-Enable customer ratings on a Helpdesk team
-==========================================
+.. _helpdesk/enable-ratings:
 
-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`.
+Enable customer ratings on Helpdesk teams
+=========================================
+
+To enable *customer ratings* on a helpdesk team, navigate to :menuselection:`Helpdesk app -->
+Configuration --> Helpdesk Teams`. Select a team from the list and click on it to open the settings
+page. Scroll to the :guilabel:`Performance` section, and tick the :guilabel:`Customer Ratings`
+checkbox.
 
 .. image:: ratings/ratings-enable.png
    :align: center
@@ -24,40 +27,36 @@ Set a ratings request email template on a stage
 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.
+After the :guilabel:`Customer Ratings` :ref:`setting has been enabled <helpdesk/enable-ratings>` on
+the team's settings page, 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.
+   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.
+On the stage's settings page, select the template, `Helpdesk: Ticket Rating Request` in the
+:guilabel:`Email Template` field. This template has been preconfigured 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.
+After the template is added to the stage, it automatically sends a message when a ticket is moved to
+that stage. Customers are then 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: View of a standard helpdesk customer review email template for Odoo Helpdesk.
-
 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.
+feedback to support their rating. The rating is then submitted, and the rating, as well as any
+additional comments, are added to the chatter on the ticket.
 
 .. tip::
    Customer ratings can also be viewed through the :guilabel:`Customer Ratings` report. To view
-   this report, go to :menuselection:`Helpdesk --> Reporting --> Customer Ratings`.
+   this report, go to :menuselection:`Helpdesk app --> Reporting --> Customer Ratings`.
 
 .. seealso::
-   :doc:`/applications/general/companies/email_template`
+   :doc:`../../../general/companies/email_template`
 
 Publish ratings on the customer portal
 ======================================
@@ -68,13 +67,16 @@ team has received over the last thirty days. Specific written feedback will not
 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`.
+   To display ratings on the customer portal, a team **must** have their visibility setting set to
+   :guilabel:`Invited portal users and all internal users (public)`. To enable this setting,
+   navigate to :menuselection:`Helpdesk app --> Configuration --> Helpdesk Teams`. Select a team
+   from the list and click on it to open the settings page. Scroll to the :guilabel:`Visibility &
+   Assignment` section, and tick the :guilabel:`Invited portal users and all internal users
+   (public)` checkbox.
 
-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`.
+Next, to publish the ratings, go to :menuselection:`Helpdesk app--> Configuration --> Helpdesk
+Teams` and select a team. Scroll to :guilabel:`Performance` and tick the checkbox for
+: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
@@ -84,18 +86,21 @@ to a page with the team's ratings over the past thirty days.
    :align: center
    :alt: View of the ratings performance overview from the customer portal.
 
+.. seealso::
+   :doc:`Portal access <../../../general/users/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.
+kept out of the performance metrics shared with 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
+   - Go to :menuselection:`Helpdesk app --> Reporting --> Customer Ratings` and click on one of the
+     Kanban cards for an individual rating.
+   - Navigate to :menuselection:`Helpdesk app--> 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.
@@ -107,5 +112,5 @@ Once on the rating details page, check the :guilabel:`Visible Internally Only` b
    :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`
+   - :doc:`../advanced/close_tickets`
+   - :doc:`reports`