diff --git a/content/applications/services/helpdesk/overview/ratings.rst b/content/applications/services/helpdesk/overview/ratings.rst index 555dafb05..486759c70 100644 --- a/content/applications/services/helpdesk/overview/ratings.rst +++ b/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 ` 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` diff --git a/content/applications/services/helpdesk/overview/ratings/ratings-customer-email.png b/content/applications/services/helpdesk/overview/ratings/ratings-customer-email.png deleted file mode 100644 index 60e77a688..000000000 Binary files a/content/applications/services/helpdesk/overview/ratings/ratings-customer-email.png and /dev/null differ diff --git a/content/applications/services/helpdesk/overview/ratings/ratings-enable.png b/content/applications/services/helpdesk/overview/ratings/ratings-enable.png index 0a82f700a..989ac947b 100644 Binary files a/content/applications/services/helpdesk/overview/ratings/ratings-enable.png 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 index 824036313..e6cd3be94 100644 Binary files a/content/applications/services/helpdesk/overview/ratings/ratings-keep-internal.png and b/content/applications/services/helpdesk/overview/ratings/ratings-keep-internal.png differ