What is ticket rating

Video tutorial for ticket rating

Watch this short video to learn how ticket rating works:

You need customer feedback to improve their experience. Set up an automated workflow for ticket ratings to always exceed customer expectations. 

Setting up ticket rating

First, you can only collect feedback on your customer service team’s performance with a properly configured automated workflow. 

If you want to start collecting customer feedback, go to the “Settings” section and select the “Automated workflows” category.

Here you can find the automated workflow named “Feedback request,” responsible for collecting ticket ratings.

By default, the “Feedback request” automated workflow is:

• Ready in terms of a set of conditions and actions
• Enabled for new licenses

You can modify the content of the “Feedback request” automated workflow to suit your needs. In addition, you can easily enable and disable this automated workflow using the switch button to the right of this specific workflow in the main list with workflows.

Ticket rating from the customer’s perspective

One hour after you set the ticket status to “Solved,” your customer will receive an automated email asking them to rate their support experience.

When your customer clicks on the emotion icon reflecting their overall sentiment, a new tab with a rating page will open. Here, the customer can rate the ticket just once. They can also add an optional comment.

When your customer leaves a rating, they’ll get confirmation of that.

The customer has three days to rate the ticket after receiving the request for feedback. After that time, the link expires.

The customer has three days to rate the ticket after receiving the request for feedback. After that time, the link expires.

Ticket rating from an agent’s perspective

When you’re in the ticket, go to the “Ticket details” section. Then, look at the “Ticket info” part with the current ticket rating status.

There are six possible ticket rating statuses you can encounter:

1. Rating: Disabled
2. Rating: Not rated (your customer hasn’t yet given any feedback)
3. Rating: Not applicable
4. Rating: Request sent
5. Rating: Great/Okay/Not good
6. Recent rating: Great/Okay/Not good (if there were more ratings)

If a ticket is assigned to a team for which ticket rating is disabled, meaning the “Feedback request” automated workflow is disabled, the ticket rating status will be “Disabled.”

If a ticket is assigned to a team for which ticket rating is disabled, meaning the “Feedback request” automated workflow is disabled, the ticket rating status will be “Disabled.”

If you click on the tooltip next to the ticket rating status, it’ll take you directly to the automated workflow settings, where you can set up the process for collecting ticket ratings.

The settings link in the tooltip will direct you to the relevant settings for the team assigned to the ticket you’re in.

The settings link in the tooltip will direct you to the relevant settings for the team assigned to the ticket you’re in.

Ticket rating in the communication feed

In the ticket’s communication feed, you can see all ratings added by your customer, along with optional comments. You can’t change or delete a rating if you’re an agent.

Filter by ticket ratings

You can filter your tickets by rating. Go to the main dashboard, click on the “+Add Filter” button, select “Rating,” and pick the ticket rating status you’re interested in.

Ticket ratings are also visible in the ticket preview. Hover your cursor over a ticket to see its rating.

Customer satisfaction reports

Ticket ratings are a great indicator of whether you’re doing something right or need improvement. You can analyze your ticket ratings in the “Reports” section. Select the “Ticket Satisfaction” report to find out how you did.