Watch this short video to learn how ticket rating works:
You need customer feedback to improve their experience. Set up the workflow for ticket ratings to always exceed customer expectations.
First, you can only collect feedback on your customer service team’s performance with a properly configured workflow.
If you want to start collecting customer feedback, go to the “Automations” section and select the “Workflows” category.
Here you can find the 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” workflow to suit your needs. In addition, you can easily enable and disable this workflow using the switch button to the right of this specific workflow in the main list with workflows.
Choose whether a rating is (given in the past) or has been added (given after the automation was created) as Great 🟢, Okay 🔵, or Not good 🔴 in tickets to automate responding to customer feedback.
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.
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:
- Rating: Disabled
- Rating: Not rated (your customer hasn’t yet given any feedback)
- Rating: Not applicable
- Rating: Request sent
- Rating: Great/Okay/Not good
- Recent rating: Great/Okay/Not good (if there were more ratings)
If you click on the tooltip next to the ticket rating status, it’ll take you directly to the workflow settings, where you can set up the process for collecting ticket ratings.
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.
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.
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.