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 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 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.
If comments were submitted with the rating, a link to review these, is also displayed, and finally a link to all ticket ratings is displayed. Clicking the All Ticket Feedback link takes you to a table list of all ticket ratings and allows you to review all details related to each rating.
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.
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