Ticket Rating

Owned by HostBill (Unlicensed)
Last updated: Aug 20, 2018 by HostBill
You can find this section in HostBill Admin → Support → Support Tickets → Ticket Rating

Table of contents

Overview

HostBill allows you to enable your clients to rate support staff responses. Clients by adding 'points' to the staff member reply can evaluate its usefulness, promptness, accuracy etc. To access ticket ratings section you need to enable ticket ratings in at least one of your departments in department settings. Once you do so, employees responses form an enabled department will be rated by customers.

Setup ticket rating scale

In Ticket Ratings → Settings you can choose the scale between 3-, 5- and 10-grade rating system that your customers can use in client portal to rate staff member's response. Customers see ticket rating scale next to staff member reply.


Department Rating

This tab lists ratings by departments. Statistics can be aggregated by month or by year. You can track your entire support satisfaction statistics over time, as voted by customers. After aggregating listing you will see average rating, Department for this rating, how many replies were rated, unrated and lowest/highest ratings. This way you can compare departments performance.

Staff Rating

In this tab you can see ticket ratings per staff members. Statistics can be aggregated by month or by year. You can track your team member satisfaction statistics over time. After aggregating listing you will see average rating per employee, staff member name, how many replies were rated, unrated and lowest/highest ratings. This way you can check which operator provide the best response to customers.