客户评级

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 Helpdesk app ‣ Configuration ‣ Helpdesk Teams. 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Odoo Helpdesk中,概述了一个帮助台团队的设置页面,强调了对工单的评级功能。

在一个阶段上设置一个评级请求电子邮件模板

为了在客户的工单关闭后自动请求评分,应该在适当的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

  • 黄色中性表情 - 好

  • 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 Helpdesk app ‣ Reporting ‣ Customer Ratings.

另请参阅

电子邮件模板

在客户门户上发布评级

启用 客户评级 设置后,团队网站上会出现发布评级的选项。启用此设置将为门户用户提供团队在过去30天内收到的评级概览。不包括具体的书面反馈,只有团队绩效的统计数据可见。

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 Helpdesk app ‣ Configuration ‣ Helpdesk Teams. 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 Helpdesk app‣ Configuration ‣ Helpdesk Teams 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.

从客户门户的评级绩效概览视图。

另请参阅

Portal access

手动隐藏个别评级

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.

要将评级仅对内部用户可见,请导航到评级页面。可以通过以下方式之一完成:

  • Go to Helpdesk app ‣ Reporting ‣ Customer Ratings and click on one of the Kanban cards for an individual rating.

  • Navigate to Helpdesk app‣ Tickets ‣ All Tickets 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.

进入评分详情页面后,勾选 仅内部可见 复选框。

从客户门户的评级绩效概览视图。

另请参阅