Kundbetyg¶
Asking customers to rate the support they received from a Helpdesk team provides an opportunity to gauge team performance and track customer satisfaction. Ratings can be published on the portal, providing customers with a general overview of the team’s performance.
Enable customer ratings on Helpdesk teams¶
To enable customer ratings on a helpdesk team, navigate to . Select a team from the list and click on it to open the settings page. Scroll to the Performance section, and tick the Customer Ratings checkbox.
Ange en e-postmall för begäran om betyg på en scen¶
För att automatiskt begära betyg från kunder när deras ärenden har stängts, bör en e-postmall läggas till i lämpligt skede.
After the Customer Ratings setting has been enabled on the team’s settings page, click the Set an Email Template on Stages link. Select a stage from the list, or click New to create a new stage.
Viktigt
Customers should only be asked to rate tickets once an issue has been resolved and their ticket is closed. Therefore, a ratings request email should only be added to a stage that is folded in the Kanban, as tickets in a folded stage are considered closed.
On the stage’s settings page, select the template, Helpdesk: Ticket Rating Request in the
Email Template field. This template has been preconfigured with ratings customers can
use to provide feedback. To view the template, click the arrow button to the right of the field.
After the template is added to the stage, it automatically sends a message when a ticket is moved to that stage. Customers are then asked to rate the support they received with colored icons.
Grönt leende ansikte - Nöjd
Gult neutralt ansikte - Okej
Röd rynka pannan - Missnöjd
After selecting a rating, customers are taken to a webpage where they can provide specific written feedback to support their rating. The rating is then submitted, and the rating, as well as any additional comments, are added to the chatter on the ticket.
Tips
Customer ratings can also be viewed through the Customer Ratings report. To view this report, go to .
Se även
Publicera betyg på kundportalen¶
När du har aktiverat inställningen Kundbetyg visas ett alternativ för att publicera betyg på teamets webbplats. Om du aktiverar den här inställningen får portalanvändare en översikt över de betyg som teamet har fått under de senaste trettio dagarna. Specifik skriftlig feedback kommer inte att inkluderas; endast statistik över teamets prestationer kommer att synas.
Viktigt
To display ratings on the customer portal, a team must have their visibility setting set to Invited portal users and all internal users (public). To enable this setting, navigate to . Select a team from the list and click on it to open the settings page. Scroll to the Visibility & Assignment section, and tick the Invited portal users and all internal users (public) checkbox.
Next, to publish the ratings, go to and select a team. Scroll to Performance and tick the checkbox for Publish this team’s ratings on your website.
För att se betygen för ett lag loggar en kund in på portalen och navigerar till en av sina biljetter. Efter att ha klickat på teamets namn i Managed By fältet, kommer de att dirigeras till en sida med teamets betyg under de senaste trettio dagarna.
Se även
Manuellt dölja enskilda betyg¶
Individual ratings can be manually hidden from the portal. This allows for specific ratings to be kept out of the performance metrics shared with customers.
För att göra ett betyg synligt endast för interna användare, navigera till sidan för ett betyg. Detta kan göras på något av följande sätt:
Go to and click on one of the Kanban cards for an individual rating.
Navigate to and remove the Open filter from the search bar. Then filter by Satisfied, Okay and/or Dissatisfied. Select a ticket from the results. Click the Rating smart button.
På sidan med detaljer om betyget markerar du rutan Visible Internally Only.
Se även