HF PanelSatisfaction ratings
Customers rate closed tickets and ended chats from 1 to 5 with one click; see the average per staff member and per month.
When a ticket is closed or a live chat ends — and staff answered in it — the customer is asked once how it went. They rate it from 1 to 5 stars with one click, and can add a comment. The Satisfaction ratings screen shows the results.
Where: Server Admin › Support › Satisfaction ratings
How customers rate
- By email: the customer gets an email "How did we do?" with five links, one per score. The page that opens saves the score at once and offers a Comment (optional) box. A link works for 30 days.
- In the panel: a closed ticket shows How did we do with this ticket?, and the chat window How was this chat? after the chat ends.
A rating can be changed for 30 days. A website visitor is asked by email when they gave one. Closing a ticket again does not ask a second time.
Ratings are switched on or off with Ask customers to rate closed tickets and ended chats on Email to ticket.
Read the report
Choose the period (30 days, 90 days, 12 months, All time) and what to include (All, Tickets, Live chat).
| Part | What it shows |
|---|---|
| Average, Ratings, Response rate | the average score, how many ratings were given and asked for, and the share answered |
| Per staff member | each staff member's ratings, average and how many were 1–2 stars (the staff member who wrote last in a ticket, or who took the chat) |
| Per month | the ratings and average per month |
| Lowest ratings | the 20 lowest ratings, those with a comment first, with a link to the ticket or chat |
Administrators see every rating; a reseller sees only their own customers' ratings.
Event hooks
Each rating raises ticket.rated or chat.rated (see Event hooks).