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Ticket satisfaction report

by Jacob Firuta

This report shows you how all the cases that can’t be handled via chat are rated. Additionally, if you get tickets from Facebook or email, rates from there will also appear in this report. Ticket requesters get a chance to rate their experience 24 hours after the ticket has been marked as solved.

You can click on the bars representing good/bad rates to see the related tickets.

You can check this data for a particular type of cases by filtering them according to a specific tag. It is also possible to check it for specific websites or departments if you are using groups (Team or Business plan).

No matter which filter you apply, you can see the average customer satisfaction level beside the report name.

Ticket ratings report
You can export the results of this report to a .csv file using the save as CSV link under the chart.

The report also doubles as a listing of the top rated agents. You can see the number of good and bad rates for each agents. The agents are also sorted accordingly.

Top rated agents list
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