Ticket ratings

Ticket ratings are used to give feedback on the outcome of the completed ticket.

To use ticket ratings you must allow customers to be able to close their own tickets through the website or web portal. You can enable this functionality under Settings > Helpdesk > Helpdesk settings.

You can use any ratings you like. An example may be:

  1. Excellent
  2. Good
  3. Fair
  4. Poor

Or:

  1. Very satisfied
  2. Satisfied
  3. Indifferent
  4. Dissatisfied
  5. Very Dissatisfied

Adding new ticket ratings

  1. Go to Settings > Helpdesk > Ticket Ratings.
  2. Click Add a new rating.
  3. Enter a name for the ticket rating.
  4. Click Save.
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  5. Use the arrows on the left to click and hold then drag the ratings into the appropriate order.
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Editing or deleting a ticket rating

You can edit or delete a ticket rating using the icons in the "Actions" column on the ticket ratings list.

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Clicking the pencil icon will allow you to change the rating name, while clicking the trash can icon will allow you to delete the rating.

Once a rating has been used, it can no longer be deleted.

Rating a ticket

Customers can rate their tickets by logging in to their account through the web portal, if "Allow customer to close tickets" is enabled. Upon closing the ticket, they will have an option to add a rating:

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