helpdesk_mgmt_rating

Purpose

Enable helpdesk teams to solicit, collect, and monitor customer satisfaction ratings directly on tickets when they reach configured stages.

Features

helpdesk.ticket: Tickets inherit the rating mixin and compute a positive satisfaction percentage from received grades for quick health indicators.
helpdesk.ticket: A manager-controlled rating status lets you enable automatic surveys on stage change or opt out per ticket.
helpdesk.ticket: When a ticket moves to a stage with a rating template, the system queues a customer survey email in the partner's language.
helpdesk.ticket: Kanban footers, form stat buttons, and dedicated actions provide one-click access to the ticket's rating records and counts.
helpdesk.ticket.stage: Each stage can reference a rating email template that is used when tickets enter that stage.
rating.rating: Global and per-ticket actions and menus list only helpdesk ticket ratings, supporting kanban, list, pivot, graph, and form analysis.
mail.template: A prebuilt survey email asks customers to rate their ticket via smiley links and explains why they received the request.
mail.message.subtype: New chatter subtype labels the notifications created when customers submit ticket ratings.