How to Configure Customer Rating in Odoo 18 Helpdesk | Odoo 18 Helpdesk Tutorials | Odoo 18 Tutorial
0Odoo 18 Helpdesk offers customer rating functionality to gather feedback on your support services. Here's a breakdown of how it generally works and what you can expect, based on Odoo's typical implementations and available information:
Key Features and Concepts:
Ticket Rating:
Customers can rate their satisfaction with the resolution of their helpdesk tickets.
This is usually done through a simple star rating system or a similar scale.
Automated Surveys:
Odoo can automate the sending of satisfaction surveys to customers after a ticket is closed.
These surveys often include the rating scale and may also allow for written feedback.
Analysis and Reporting:
Odoo provides tools to analyze customer ratings and identify areas for improvement.
You can generate reports to track average ratings, identify trends, and see which agents are performing well.
Configuration:
You can configure the rating system to suit your specific needs, such as:
Enabling or disabling ratings.
Customizing the survey questions.
Setting the timing for sending surveys.
Integration:
The rating system is integrated into the helpdesk module, providing a seamless workflow.
General Workflow:
Ticket Creation and Resolution: A customer submits a helpdesk ticket, and an agent works to resolve the issue.
Ticket Closure: Once the issue is resolved, the agent closes the ticket.
Automated Survey (Optional): Odoo automatically sends a satisfaction survey to the customer via email.
Customer Rating: The customer receives the email, clicks on the link and provides a rating and/or written feedback.
Data Collection and Analysis: Odoo collects the rating data and stores it in the system.
Reporting and Improvement: Helpdesk managers can analyze the data to identify areas for improvement and track agent performance.
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