What is ticket rating

Aneta Szotek
2 min read
updated: Jul 1, 2019

To improve your customer service, you need your customers’ feedback. That’s where HelpDesk’s ticket rating comes in handy.

How Ticket rating works

HelpDesk can gather feedback about your support team’s performance for you.

One hour after solving a ticket, your customer will receive an email asking to rate their support experience.

The message looks like this:

Ticket rating - question

Your customer can then choose their rating and send a comment:

Ticket rating form

You will see the status of your ticket rating in the HelpDesk app.

This status means that the feedback request hasn’t been sent yet:

Ticket rating status: not rated

This status means that your customer hasn’t given any feedback yet.

Ticket rating status: request sent

When you receive the rating, it’ll look like this (Great, Okay, Not good):

Ticket rating status: great

Your customers can rate your ticket only once. If they try to do so, they’ll receive this message:

Ticket already rated - message

We’ve also included how a ticket rating works a short video:

How to manage your feedback requests

To change your feedback settings, go to Settings -> Automated rules

By default, the “Feedback request” rule is already active on each license and it is applied to all teams.

Automated rules settings with feedback request

If you want to create a rule with different parameters for different teams, add a new rule by selecting “Feedback Request” in the list and clicking on the “Add” button.

Automated rules view

For each team, you can add separate rules and set individual message content and time after which the rating will be sent.

Don’t forget to activate the rule after setting its parameters.

Activation of the automated rule

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