Enabling and customizing customer satisfaction ratings
Customer satisfaction ratings let you measure customer sentiment regarding previous interaction with support agents.
Once you enable this feature, your customers will start getting emails asking them to rate a recently resolved support request. Clicking either "Good" or "Bad" casts the vote automatically with an option to leave a comment if the customer so wishes.
You can track customer satisfaction via Happiness Reports.
Enabling customer satisfaction ratings
Satisfaction ratings are disabled by default. To enable it go to Settings > TICKETS > Settings page and tick the Customer Satisfaction option.
This enables the necessary notifications that manage satisfaction rating emails. By default, customers will be asked to rate their experience 24 hours after their ticket is marked as solved.
When a customer clicks on "Good" or "Bad", their vote is collected immediately. They can provide an optional comment with rating.
Customers can cast their votes even if they're not logged in to the user portal. This removes unneeded friction with login screens and similar obstacles.
Additionally, customers can change their rating and comments after their initial rating is cast.
Customizing customer satisfaction ratings
Satisfaction ratings are controlled by Time Based rules. Setting Time Based ticket rules (automations)
When you enable the "Customer Satisfaction" option on the Settings > TICKETS > Settings page, a new rule called Request customer satisfaction rating will be added.
This rule can be seen at Settings > TICKETS > Rules & Notifications > Time Based and is called "Request customer satisfaction rating". Click on it.
To edit text and design of the satisfaction rating email:
Scroll to the bottom and you'll see the template of the email sent to your customers.
The "{$ticket.satisfaction.rating_section}" placeholder shown on the screenshot inserts the pre-formatted Good and Bad links. If you want to set your own text or layout, you can use the following placeholders:
| Placeholder | Description |
| {$ticket.satisfaction.positive_rating_url} | This URL points to the rating page with the "Good" rating pre-selected. |
| {$ticket.satisfaction.negative_rating_url} | This URL points to the rating page with the "Bad" rating pre-selected. |
| {$ticket.satisfaction.rating_url} | This URL points to the rating page without a pre-selected rating. |
To change conditions when satisfaction rating email is sent:
24 hours after a ticket has been solved
Go to Settings > TICKETS > Rules & Notifications > Time Based.
You'll see a list of conditions at the top. Default conditions say that the automation runs in 24 hours after a ticket is solved. You can change or remove these conditions and add your own.
The highlighted Ticket: Satisfaction condition and action ensure that this automation is launched only once per each ticket. Also the action Ticket: Satisfaction Offered makes the ticket satisfaction rating form visible to the customer when they open their ticket in the support portal.
You can also disable customer satisfaction ratings for certain types of emails. Simply add a condition that disables customer satisfaction ratings when a ticket has a certain tag.
Then, add that tag to every ticket you don't want to request a customer satisfaction rating for.
To send satisfaction rating email with every agent's reply
You can ask customers to rate your support in every email they get from your agents.
To do this you need to go to Settings > TICKETS > Rules & Notifications > Instant and modify the "Notify requester about public reply" rule and add the following text to the notification email template (you can customize the text):
We'd love to know what you thought! Please rate your customer service experience by clicking on the appropriate link:
{$ticket.satisfaction.rating_section}
Also you need to add the action Ticket: Satisfaction Offered to the rule. Otherwise the rating won't show up when user clicks a rating link.
Note that if you deactivate the "Customer Satisfaction" option in Settings > TICKETS > Settings, all rules that use conditions or actions related to the satisfaction rating will be hidden. Once you turn the option back on, they will re-appear.
