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closes odoo/documentation#4252
X-original-commit: 6c6f2398dd
Signed-off-by: Jessica Rogers (jero) <jero@odoo.com>
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112 lines
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================
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Customer ratings
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================
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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 to the portal,
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providing customers with a general overview of the team's performance.
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Enable customer ratings on a Helpdesk team
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==========================================
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To enable *customer ratings* on a helpdesk team by going to :menuselection:`Helpdesk -->
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Configuration --> Teams`. Select a team from the list and navigate to the settings page. Scroll to
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the :guilabel:`Performance` section, and check the box for :guilabel:`Customer Ratings`.
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.. image:: ratings/ratings-enable.png
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:align: center
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:alt: 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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Set a ratings request email template on a stage
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===============================================
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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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Once the :guilabel:`Customer Ratings` setting has been enabled on the team's settings page, (see
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above) click the :guilabel:`Set an Email Template on Stages` link. Select a stage from the list, or
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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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On the stage's settings page, select `Helpdesk: Ticket Rating Request` in the :guilabel:`Email
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Template` field. This template has been pre-configured with ratings customers can use to provide
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feedback. To view the template, click the arrow button to the right of the field.
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Once the template has been added to the stage, it will automatically send a message when a ticket is
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moved to that stage. Customers will be 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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.. image:: ratings/ratings-customer-email.png
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:align: center
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:alt: View of a standard helpdesk customer review email template for Odoo Helpdesk.
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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. Once a rating is submitted, it is added to the chatter on the
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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 --> Reporting --> Customer Ratings`.
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.. seealso::
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:doc:`/applications/general/email_communication/email_template`
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Publish ratings on the customer portal
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======================================
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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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In order to display ratings on the customer portal, a team has to have their visibility setting
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set to :guilabel:`Invited portal users and all internal users`. This setting is found on the
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team's settings page under :guilabel:`Visibility`.
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Next, to publish the ratings, go to :menuselection:`Helpdesk --> Configuration --> Teams` and
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select a team. Scroll to :guilabel:`Performance` and enable :guilabel:`Publish this team's ratings
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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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Manually hide individual ratings
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--------------------------------
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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 that are shown to 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 --> 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 --> 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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.. seealso::
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- :doc:`/applications/services/helpdesk/advanced/close_tickets`
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- :doc:`/applications/services/helpdesk/overview/reports`
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