What is ticket rating

Weronika Masternak
3 min read
updated: Sep 15, 2022

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

Setting up ticket ratingLink icon

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.

An automated workflow named “Feedback request” to collect ticket ratings.

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

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

Edit the automated workflow named “Feedback request.

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.

Enable and disable the “Feedback request” automated workflow using the switch button.

Ticket rating from the customer’s perspectiveLink icon

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

Ticket rating in the customer’s inbox.

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.

New tab with emotion icons and comment section to collect customer feedback.

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

Confirmation of rating a ticket and giving customer feedback.

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.

An expired link asking for customer feedback.

Ticket rating from an agent’s perspectiveLink icon

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.

Rating status in the “Ticket details” section.

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)

Ticket rated as great.

Ticket rated as okay.

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.

Tooltip with ticket rating settings in ticket details.

Ticket rating in the communication feedLink icon

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.

Ticket rating in the communication feed of the ticket.

Filter by ticket ratingsLink icon

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.

Filtering tickets by rating on the main dashboard.

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

Preview of the ticket rating on the main dashboard.

Customer satisfaction reportsLink icon

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.

Watch this short video to learn how ticket rating works.

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