Configuring Automation Rules for Happiness Ratings - Online Help | Zoho Desk

Configuring Automation Rules for Happiness Ratings

Typically, happiness rating is a placeholder [${Cases.Customer Happiness Rating}] that contains the rating question and the answer links. The placeholder, when inserted into an email template, can be sent to your customers using the automation rules in Zoho Desk. For example, you can spice up ratings; good or bad with Workflows and Time-based triggers.

Let us see how each of these automation rules can be leveraged to get the best out of your customer support team. 

Permission Required
Users with the Support Administrator permission profile can access this feature.
Check Feature Availability and Limits

Workflows
It's not uncommon for agents to receive a poor rating, even though they have given their best. But you can always turn around a negative feedback, by quickly following up a support interaction and making sure the problem is resolved. While you can learn how to create a workflow rule here, let's look at creating one for the above situation.
  1. Go to Setup  ) > Automation > Workflows. 
  2. In the Workflows Rules page, click Create Rule in the upper-right area and follow the below steps.
Part 1: Select the [Tickets] module and enter the Rule Name.
Part 2: You must choose to execute the rule based on Happiness Rating (for) Bad ratings.
Part 3: In the Rule Criteria section, specify <Status> is <Closed>.



Part 4: Under Actions, create a New Alert and do the following:
    • Provide the Alert Name, e.g. Follow-up on Negative Ratings.
    • Select an Email Template that will be sent to the customer. You can personalize this email according to your needs.
    • Select the Notify Contact check box.
    • Save the Workflow Rule.
When your customers leave a negative rating, the Workflow Rule will send your customers the personalized email enquiring how you could be of further help.

Time-based or Supervise Rules
Typically, customers need some time to digest their support experience before being asked for a feedback. For the same reason, you can set up a time-based rule that triggers an email containing the rating placeholder, after about 24 hours of closing a ticket. While you can learn how to create time-based rules here, let's look at creating one for the above situation.
  1. Click the Setup icon (  ) in the top bar
  2. In the Setup Landing page, click Supervise under Automation.
  3. In the Supervise Rules page, click Create Rule in the upper-right area and follow these steps:
Part 1: Enter the Rule Name and specify Business Hours as Calendar Hours.
Part 2: In the Rule Criteria section, specify:     <Hours since closed> is <24> (AND)
                                                                             <Happiness Rating> <Link not provided> (AND)
                                                                             <Status> is <Closed>



Part 3: Under Actions, create a New Alert and do the following:
    • Provide the Alert Name. For example, Send Rating Link.
    • Select an Email Template that contains the rating placeholder. You can personalize this email according to your needs.
    • Select the Notify Contact check box.
    • Save the Supervise Rule.
The Supervise Rule will send your customers the personalized email asking for a rating, at the end of 24 hours of closing their tickets.

      Create. Review. Publish.

      Write, edit, collaborate on, and publish documents to different content management platforms.

      Get Started Now


        Access your files securely from anywhere

          Zoho CRM Training Programs

          Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

          Zoho CRM Training
            Redefine the way you work
            with Zoho Workplace

              Zoho DataPrep Personalized Demo

              If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

              Zoho CRM Training

                Create, share, and deliver

                beautiful slides from anywhere.

                Get Started Now


                  Zoho Sign now offers specialized one-on-one training for both administrators and developers.

                  BOOK A SESSION





                              Quick Links Workflow Automation Data Collection
                              Web Forms Enterprise Begin Data Collection
                              Interactive Forms Workplace Data Collection App
                              CRM Forms Customer Service Accessible Forms
                              Digital Forms Marketing Forms for Small Business
                              HTML Forms Education Forms for Enterprise
                              Contact Forms E-commerce Forms for any business
                              Lead Generation Forms Healthcare Forms for Startups
                              Wordpress Forms Customer onboarding Order Forms for Small Business
                              No Code Forms Construction RSVP tool for holidays
                              Free Forms Travel
                              Prefill Forms Non-Profit

                              Intake Forms Legal
                              Mobile App
                              Form Designer HR
                              Mobile Forms
                              Card Forms Food Offline Forms
                              Assign Forms Photography
                              Mobile Forms Features
                              Translate Forms Real Estate Kiosk in Mobile Forms
                              Electronic Forms

                              Notification Emails for Forms Alternatives Security & Compliance
                              Holiday Forms Google Forms alternative  GDPR
                              Form to PDF Jotform alternative HIPAA Forms
                              Email Forms
                              Encrypted Forms
                              Embeddable Forms
                              Secure Forms
                              Drag & drop form builder
                              WCAG

                                    Create. Review. Publish.

                                    Write, edit, collaborate on, and publish documents to different content management platforms.

                                    Get Started Now




                                                      You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.




                                                          Manage your brands on social media


                                                            • Desk Community Learning Series


                                                            • Digest


                                                            • Functions


                                                            • Meetups


                                                            • Kbase


                                                            • Resources


                                                            • Glossary


                                                            • Desk Marketplace


                                                            • MVP Corner


                                                            • Word of the Day


                                                            • Ask the Experts


                                                              Zoho Sheet Resources

                                                               

                                                                  Zoho Forms Resources


                                                                    Secure your business
                                                                    communication with Zoho Mail


                                                                    Mail on the move with
                                                                    Zoho Mail mobile application

                                                                      Stay on top of your schedule
                                                                      at all times


                                                                      Carry your calendar with you
                                                                      Anytime, anywhere




                                                                            Zoho Sign Resources

                                                                              Sign, Paperless!

                                                                              Sign and send business documents on the go!

                                                                              Get Started Now




                                                                                      Zoho TeamInbox Resources





                                                                                                Zoho DataPrep Demo

                                                                                                Get a personalized demo or POC

                                                                                                REGISTER NOW


                                                                                                  Design. Discuss. Deliver.

                                                                                                  Create visually engaging stories with Zoho Show.

                                                                                                  Get Started Now









                                                                                                                      • Related Articles

                                                                                                                      • Setting up Customer Happiness Rating

                                                                                                                        Listen to the voice of your customers by enabling customer happiness ratings in Zoho Desk. Happiness rating helps you get a glimpse of what your customers think about the support they receive at the end of each response or closing their ticket. The ...
                                                                                                                      • Creating Supervisor Rules or Time-based Automations

                                                                                                                        Time-based rules are similar to Workflow rules for the reason that both define actions that will trigger alerts, create tasks and update fields in Zoho Desk. However, time-based rules are triggered when a timed event occurs, and not immediately after ...
                                                                                                                      • FAQs: Automation

                                                                                                                        What is automation and why do we need it in Zoho Desk? The process of minimizing or eliminating manual effort for doing a task is called automation. At times, we require a task to be done automatically without any manual input of data. For example, ...
                                                                                                                      • Measuring Customer Happiness with Instant Messaging

                                                                                                                        Hear your customers' voices by enabling customer happiness ratings on Zoho Desk. A customer's happiness rating helps you see what they think about the support they receive at the end of each response or closing their ticket. The integrated analytics ...
                                                                                                                      • FAQs: Workflow Rules

                                                                                                                        What is a workflow Rule and why do we need it in Zoho Desk? Workflow rules are used to automate and streamline the support processes, ticket management, and customer interactions. They help ensure consistent and efficient handling of tickets and ...
                                                                                                                        Wherever you are is as good as
                                                                                                                        your workplace

                                                                                                                          Resources

                                                                                                                          Videos

                                                                                                                          Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.



                                                                                                                          eBooks

                                                                                                                          Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.



                                                                                                                          Webinars

                                                                                                                          Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.



                                                                                                                          CRM Tips

                                                                                                                          Make the most of Zoho CRM with these useful tips.



                                                                                                                            Zoho Show Resources