Configuring Ratings and Satisfaction

The Ratings and Satisfaction extension allows customers and visitors to easily provide you with valuable feedback on your support services and documentation.

Installation

For assistance on installing a premium plugin for KB Support, please view this article.

The Rating Forms

Before rating forms are displayed, you need to enable them for articles and/or tickets within the settings screen.

Article Rating Form

For articles, the rating form is powered by Ajax and only loaded once KB Support has determined if the current visitor has not previously rated the article. Loading of the form is controlled via Ajax to ensure that the displaying of the form is not affected by caching plugins.

Once loaded, the form will be displayed directly below the article and visitors will simply click on their rating and it will be logged immediately.

Logging takes place via Ajax without the need for a screen refresh and upon success, the rating form will be updated with the Rating Submitted text you have entered within the Article Rating Settings screen.

Ticket Rating Form

The ticket rating form is only displayed to customers once their ticket is closed at which point, it is displayed directly above the ticket when the customer accesses it.

Customers can select their rating and also enter feedback into a text field before submitting their rating. The rating is then logged via Ajax without the need for a screen refresh, and the form is replaced with the Rating Submitted text you have entered within the Ticket Rating settings screen.

Settings

Once installation has completed and you have entered your license key, the settings screen for Ratings & Satisfaction will be available via the Extensions tab under the Tickets -> Settings menu option.

You will need to select the options to Rate Tickets and Rate KB Articles to activate the rating forms for either or both.

The settings are very similar for both tickets and articles with some additional settings for tickets that;

• dictate how many rating request emails should be generated daily
• determine whether or not admin alerts should be sent when low ratings are received
• define the subject for rating request emails
• define the content for rating request emails

There is also an additional Submit Label option available for the Ticket Ratings section.

The settings comprise of text labels for the form heading, rating label, star titles, form submitted, and (for tickets) the label for the submit button.

Simply define your settings and enter your desired text into each of the relevant text fields and when completed, click to Save Changes.

Email Notifications

Within the Emails tab under the Tickets -> Settings menu option Ratings & Satisfaction adds a new Ratings section.

Within this setting section, it is possible to configure automatic emails to be sent to customers at a specified interval after their ticket has been closed.

Viewing Submitted Ratings & Feedback

Article Ratings

The average rating associated with each article is displayed within the articles list.

Upon accessing the edit article screen for an individual article, an additional meta box is displayed which indicates the average of all ratings for the article, as well as the average rating across all articles. This enables you to see how well the article is rated in comparison to other articles you have published.

If no rating has been received a “No ratings yet” message will be displayed.

There is also an option here to reset all ratings for the individual article.

Ticket Ratings

Tickets that have received a rating will display an additional meta box within the edit screen which displays the rating for the ticket as well as the average rating across all tickets that have received a rating.

All ticket feedback is also accessible via the Tickets -> Ticket Feedback menu item.

The Ratings tab lists all ratings received for tickets and if comments were submitted with the rating, a link to review these, is also displayed.

The Scheduled Rating Emails tab allows you to view emails that are scheduled to be sent to customers requesting their feedback. Using the checkboxes in the first column, together with the dropdown located at the top of the table, you can select individual rating requests and disable them. When disabled, the scheduled email will not be sent.

Resetting Ratings

The Ratings and Satisfaction extension adds an additional tab to the Tools page, Ratings.

Within the Ratings tab, you can reset all ratings for Articles and/or Tickets by clicking the relevant button. This process is irreversible.

Further Customisation Options

Further advanced customisation options for the KBS Ratings & Satisfaction extension are detailed within the Advanced Settings for Ratings and Satisfaction article.