A survey captures a customer's feedback on the support they received while a ticket was being resolved or closed. These ratings, known as the Customer Happiness Index, help you gauge customer sentiment, evaluate agent conduct during internal audits, and understand what proportion of customers are genuinely satisfied.

The Default Rating Types

By default, there are three happiness rating types, which can be renamed and configured to suit your organisation, for example as Satisfied, Dissatisfied, and Need Help. Emojis can be used for each rating, giving customers a quick, low-friction way to respond.

Setting It Up

1. Go to Setup, then General, then Customer Happiness. This requires a Support Administrator profile.
2. Choose when ratings are sent: with every reply, or only once the ticket status is marked Closed.
3. Decide whether ratings are shown with questions only, or with smileys included.
4. Choose who can access the rating link: the end user only, anyone with the link, or only the specific user it was shared with.
5. If you have more than one department, choose which department the survey is sent from.
6. Decide whether a bad rating automatically reopens the ticket.
7. Choose which ratings (all, good, bad, okay, or none) should notify the ticket owner.

Reviewing Ratings

Ratings from customers are aggregated automatically in a single place, and can be viewed grouped by customer, account, ticket, or agent. You can also build custom reports using happiness ratings as a criterion, and your most recent ratings can be automatically displayed on your Help Centre in real time.

Automating Follow-Up Based on Ratings

Beyond the basic setup, you can configure automation rules specifically triggered by happiness ratings, for example automatically notifying a manager whenever a bad rating comes in, so follow-up isn't left to chance.