Ratings¶

Allow customers to rate their experience with your helpdesk teams to strengthen your credibility and gain their trust. Reviews can also influence a customer’s decision and open space for feedback that can help you improve the quality of your services.

Set up¶

Go to Helpdesk ‣ Configuration ‣ Helpdesk Teams and enable Ratings on tickets. The feature automatically adds a default email template on the non-folded closing stage(s) of that team.

Overview of the settings page of a helpdesk team emphasizing the rating on ticket feature in OpenEduCat Helpdesk

To edit the email template and the stage(s) set as the closing ones, go to the Kanban view of your helpdesk team and click on Settings, then on Edit Stage.

Overview of a helpdesk team kanban view emphasizing the menu edit stage in OpenEduCat Helpdesk

Now, once a ticket reaches the stage(s) designated as the Closing Stage, an email is sent to the customer.

View of a standard helpdesk customer review email template for OpenEduCat Helpdesk

Ratings can be seen on the chatter of each ticket, under the See Customer Satisfaction link on the main dashboard, and through Reporting.

Ratings Feedback¶

Access customer feedback by navigating to Helpdesk ‣ Reporting ‣ Customer Rating in the system.

View of the helpdesk ticket from a user’s portal emphasizing the link to the helpdesk team in OpenEduCat Helpdesk.

The admin can review all customer feedback, providing insight into customer satisfaction levels and determining whether the customer is satisfied or dissatisfied.