Automations for Ratings - Zoho Desk Knowledgebase

Using Automations 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, Time-based triggers, and SLAs.

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

It's not uncommon for agents to receive a poor rating, even though they had 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. Click the Setup icon (  ) in the top bar.
  2. In the Setup Landing page, click Workflows under Automation.
  3. 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) Negative 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.

Service Level Agreements
Configure SLAs to slap a resolution time for tickets that had received a negative rating. This will enable your agents to follow up with the aggrieved customers and transform an oops into an opportunity. While you can learn how to create an SLA here, let's look at configuring one for the above situation.
  1. Click the Setup icon (  ) in the top bar.
  2. In the Setup Landing page, click Escalate under Automation.
  3. In the SLA page, click New SLA in the upper-right area and follow these steps.
Part 1: Enter the SLA Name.
Part 2: You must choose to execute the SLA on Field Update
You must specify Happiness Rating as the field to be monitored.
Part 3: You must add a target for this SLA. In the Add Target page do the following:
    • Specify the condition as <Happiness Rating> is <Bad>.
    • Set the resolution time and actions on escalation if any.
    • Save the SLA.
The SLA will slap tickets that had received a negative rating with the specified due period.

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