documentation/helpdesk/overview/ratings.rst
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[REM] project: collaborate.rst (#779)
These pages documented very straightforward screens and flows that a
user can easily figure out without the help of dedicated documentation.
Besides, those screens are frequently reworked, thus requiring to
maintain the related pages very closely.

This commit removes such low values pages to reduce the technical debt
and allow focusing on actually useful documentation pages.
2020-10-30 09:20:27 +01:00

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=======
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.
Set up
======
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.
.. image:: media/ratings_on_tickets.png
:align: center
:alt: Overview of the settings page of a helpdesk team emphasizing the rating on ticket feature
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*.
.. image:: media/edit_stage.png
:align: center
:alt: Overview of a helpdesk team kanban view emphasizing the menu edit stage in Odoo Helpdesk
Now, once a ticket reaches the stage(s) designated as the *Closing Stage*, an email is sent to the
customer.
.. image:: media/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:: media/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
.. seealso::
- :doc:`../../portal/my_odoo_portal`
- :doc:`../advanced/close_tickets`