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Using Customer Satisfaction Ratings

When offering support and interacting with customer, gauging the success and effectiveness of your efforts is very important. In order to help with this, SupportBee offers Customer Satisfaction Ratings that can be sent out with our Email after Archive feature. Give your customers the option to immediately let you know how great your agents were!

How do I enable Ratings?

Customer Satisfaction Ratings are offered as part of the Email after Archive feature. In order to enable them, you must have 'Email after Archive' enabled. You can enable this feature by going to your Admin menu, and selecting the 'Email after Archive' option. Choose the email address you want to change, then select 'Email after Archive'.

Once you have entered the text you would like included in your email, place the variable {{CUSTOMER_SURVEY_LINK}} in the email body. You can enter any text you prefer in this email to introduce or request the customer feedback. This link allows for a customer to rate the interaction (out of 5) as well as offer specific feedback on the interaction.

Note that just like 'Email after Archive' the Customer Survey will only be sent for emails that have at least 1 reply. If there is no action on a ticket, archiving it will not send the email or the satisfaction link.

Where will I see Customer Satisfaction Ratings?

Customer Ratings will be added to the ticket as a comment, together with any feedback the customer left. For example, if a customer leaves a perfect 5 with a note, it would look like this:

You will also see an icon on your main ticket page for any ticket that have received ratings, indicating whether the feedback was positive or negative.

Is there an aggregated view of all customer ratings?

We don't currently support the ability to view all customer ratings, or a history of ratings. We are planning to add ratings and rating history for teams and agents to our reports functionality in the near future, so stay tuned for progress!