Rating pelanggan¶
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.
Mengaktifkan penilaian pelanggan di tim Pusat Bantuan¶
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.
Mengatur templat email permintaan penilaian pada tahap¶
To automatically request ratings from customers once their tickets have closed, an email template should be added to the appropriate stage.
Setelah Penilaian Pelanggan diaktifkan di halaman pengaturan tim, klik tautan Atur Templat Email pada Tahap. Pilih tahap dari daftar, atau klik Baru untuk membuat tahap baru.
Penting
Pelanggan hanya boleh diminta untuk menilai tiket setelah masalah terselesaikan dan tiket mereka ditutup. Oleh karena itu, email permintaan penilaian harus hanya ditambahkan ke tahap yang dilipat di Kanban, karena tiket di tahap terlipat dianggap ditutup.
Di halaman pengaturan tahap, pilih templat Helpdesk: Ticket Rating Request di kolom Templat Email. Templat ini telah dikonfigurasi sebelumnya dengan penilaian yang dapat digunakan pelanggan untuk memberikan umpan balik. Untuk melihat templat, klik tombol panah di sebelah kanan kolom.
Setelah templat ditambahkan ke tahap, templat secara otomatis mengirim pesan ketika tiket dipindahkan ke tahap tersebut. Pelanggan kemudian diminta untuk menilai dukungan yang mereka terima dengan ikon berwarna.
Green smiling face - Satisfied
Yellow neutral face - Okay
Red frowning face - Dissatisfied
Setelah memilih penilaian, pelanggan dibawa ke halaman web tempat mereka dapat memberikan umpan balik tertulis spesifik untuk mendukung penilaian mereka. Penilaian kemudian dikirim, dan penilaian, serta komentar tambahan, ditambahkan ke chatter pada tiket.
Tip
Penilaian pelanggan juga dapat dilihat melalui laporan Penilaian Pelanggan. Untuk melihat laporan ini, buka .
Lihat juga
Publish ratings on the customer portal¶
After enabling the Customer Ratings setting, an option to publish ratings on the team's website appears. Enabling this setting provides portal users with an overview of the ratings the team has received over the last thirty days. Specific written feedback will not be included; only statistics of the team's performance will be visible.
Penting
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.
To view the ratings for a team, a customer will log into the portal and navigate to one of their tickets. After clicking on the team name in the Managed By field, they will be directed to a page with the team's ratings over the past thirty days.
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Manually hide individual ratings¶
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.
To make a rating visible only to internal users, navigate to the page for a rating. This can be done in one of the following ways:
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.
Once on the rating details page, check the Visible Internally Only box.
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