客户评分¶
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.
在阶段上设置评分请求电子邮件模板¶
要在客户的工单关闭后自动要求客户评分，应在相应阶段添加电子邮件模板。
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.
重要
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.
绿色笑脸 - 满意
黄色一般表情 - 还行
红色皱眉脸 - 不满意
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.
小技巧
Customer ratings can also be viewed through the Customer Ratings report. To view this report, go to .
参见
在客户门户网站上公布评分¶
启用 客户评分 设置后，会出现在团队网站上公布评分的选项。启用此设置后，门户用户可以看到团队在过去三十天内收到的评分。其中不包括文字反馈，只显示团队表现的统计数据。
重要
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.
要查看一个团队的评分，客户需要登录门户网站并导航至相应工单。点击:guilabel:管理者 字段中的团队名称后，将被引导到一个页面，会显示该团队在过去 30 天内的评分。
参见
手动隐藏单个评分¶
可以在门户网站上手动隐藏单个评级。这样就可以在与客户共享的绩效指标中保留特定评级。
要使评分只对内部用户可见，请导航到评分页面。可以通过以下方式之一实现：
转到 并单击其中一个看板卡，查看单个评级。
导航至 ，并从搜索栏中删除 打开 筛选器。然后按 满意、好`和/或 :guilabel:`不满意`进行筛选。从结果中选择工单。点击 :guilabel:`评分 智能按钮。
进入评分详细信息页面后，选中 仅内部可见 复选框。