Ratings

Applicable editions: Faveo Helpdesk Community and Faveo Servicedesk Community

Know about your team performance and hence drive through constructive feedback. This module allows your clients to rate a single ticket thread and the overall ticket. The overall satisfaction and reply rating can be seen on the LHS of ticket timeline page in the Agent panel.

Go to Admin panel> Ticket > Ratings > Create rating

Rating label: Provide a name for the rating (for example, Overall Satisfaction).

Display Order: Set the order of this rating that should be displayed in the ratings list. If you enter 1, for example, this rating will be displayed first in the list.

Rating scale: Choose a rating between 1(lowest) to 5(highest).

Rating area: Select either helpdesk or comment as rating area.

Restrict rating to a department: Select a department to restrict the rating to tickets or chats within a specific department. By default, the rating will appear across all departments.

Allow user to change the rating: Select yes if you want users to change the ratings

Save your settings and continue.