122 lines
5.2 KiB
Markdown
122 lines
5.2 KiB
Markdown
# Customer ratings
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Asking customers to rate the support they received from a *Helpdesk* team provides an opportunity to
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gauge team performance and track customer satisfaction. Ratings can be published on the portal,
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providing customers with a general overview of the team's performance.
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(helpdesk-enable-ratings)=
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## Enable customer ratings on Helpdesk teams
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To enable *customer ratings* on a helpdesk team, navigate to {menuselection}`Helpdesk app -->
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Configuration --> Helpdesk Teams`. Select a team from the list and click on it to open the settings
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page. Scroll to the {guilabel}`Performance` section, and tick the {guilabel}`Customer Ratings`
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checkbox.
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```{image} ratings/ratings-enable.png
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:align: center
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:alt: |-
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: Overview of the settings page of a helpdesk team emphasizing the rating on ticket feature
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: in Odoo Helpdesk.
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```
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## Set a ratings request email template on a stage
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To automatically request ratings from customers once their tickets have closed, an email template
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should be added to the appropriate stage.
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After the {guilabel}`Customer Ratings` {ref}`setting has been enabled <helpdesk/enable-ratings>` on
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the team's settings page, click the {guilabel}`Set an Email Template on Stages` link. Select a stage
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from the list, or click {guilabel}`New` to create a new stage.
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:::{important}
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Customers should only be asked to rate tickets once an issue has been resolved and their ticket
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is *closed*. Therefore, a *ratings request* email should **only** be added to a stage that is
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folded in the Kanban, as tickets in a *folded stage* are considered closed.
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:::
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On the stage's settings page, select the template, `Helpdesk: Ticket Rating Request` in the
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{guilabel}`Email Template` field. This template has been preconfigured with ratings customers can
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use to provide feedback. To view the template, click the arrow button to the right of the field.
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After the template is added to the stage, it automatically sends a message when a ticket is moved to
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that stage. Customers are then asked to rate the support they received with colored icons.
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> - *Green smiling face* - Satisfied
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> - *Yellow neutral face* - Okay
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> - *Red frowning face* - Dissatisfied
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After selecting a rating, customers are taken to a webpage where they can provide specific written
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feedback to support their rating. The rating is then submitted, and the rating, as well as any
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additional comments, are added to the chatter on the ticket.
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:::{tip}
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Customer ratings can also be viewed through the {guilabel}`Customer Ratings` report. To view
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this report, go to {menuselection}`Helpdesk app --> Reporting --> Customer Ratings`.
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:::
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:::{seealso}
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{doc}`../../../general/companies/email_template`
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:::
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## Publish ratings on the customer portal
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After enabling the {guilabel}`Customer Ratings` setting, an option to publish ratings on the team's
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website appears. Enabling this setting provides portal users with an overview of the ratings the
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team has received over the last thirty days. Specific written feedback will not be included; only
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statistics of the team's performance will be visible.
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:::{important}
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To display ratings on the customer portal, a team **must** have their visibility setting set to
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{guilabel}`Invited portal users and all internal users (public)`. To enable this setting,
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navigate to {menuselection}`Helpdesk app --> Configuration --> Helpdesk Teams`. Select a team
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from the list and click on it to open the settings page. Scroll to the {guilabel}`Visibility &
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Assignment` section, and tick the {guilabel}`Invited portal users and all internal users
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(public)` checkbox.
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:::
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Next, to publish the ratings, go to {menuselection}`Helpdesk app--> Configuration --> Helpdesk
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Teams` and select a team. Scroll to {guilabel}`Performance` and tick the checkbox for
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{guilabel}`Publish this team's ratings on your website`.
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To view the ratings for a team, a customer will log into the portal and navigate to one of their
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tickets. After clicking on the team name in the {guilabel}`Managed By` field, they will be directed
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to a page with the team's ratings over the past thirty days.
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```{image} ratings/ratings-portal-overview.png
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:align: center
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:alt: View of the ratings performance overview from the customer portal.
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```
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:::{seealso}
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{doc}`Portal access <../../../general/users/portal>`
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:::
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### Manually hide individual ratings
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Individual ratings can be manually hidden from the portal. This allows for specific ratings to be
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kept out of the performance metrics shared with customers.
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To make a rating visible only to internal users, navigate to the page for a rating. This can be done
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in one of the following ways:
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> - Go to {menuselection}`Helpdesk app --> Reporting --> Customer Ratings` and click on one of the
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> Kanban cards for an individual rating.
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> - Navigate to {menuselection}`Helpdesk app--> Tickets --> All Tickets` and remove the
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> {guilabel}`Open` filter from the search bar. Then filter by {guilabel}`Satisfied`,
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> {guilabel}`Okay` and/or {guilabel}`Dissatisfied`. Select a ticket from the results. Click the
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> {guilabel}`Rating` smart button.
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Once on the rating details page, check the {guilabel}`Visible Internally Only` box.
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```{image} ratings/ratings-keep-internal.png
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:align: center
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:alt: View of the ratings performance overview from the customer portal.
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```
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:::{seealso}
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- {doc}`../advanced/close_tickets`
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- {doc}`reports`
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:::
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