1. Go to Setup (  ) > Organization > Customer Happiness.
2. In the Customer Happiness page, click Get Started.
   
3. In the Rating Configuration  page, provide the following:
   
• Rating Question: Enter a question you like to pose to customers to describe how satisfied they are with your customer service.
  
• Ratings: These are the options your customers choose to describe their experience. You are provided with three rating options, namely: Good, Bad, and Okay. You can disable the 'Okay' rating if you don't want your customers to be neutral.
  
  
  
  
• Add Rating Link: This is the link that your customers should click to leave a rating. You can choose to add the link -
  
• To every response sent: The link is added to the ticket responses sent by your agents
  
• When a ticket is closed: The link is sent over a notification template (Ticket Closed) on closing the tickets
  
• Rating Link: You can choose to show or hide the smileys in the rating link. Choose one amongst the following options -
  
• Will have rating question alone: The link displays only the question
  
• Will have rating question with smileys: The link displays the smileys under the question
  
• Rating link accessible to: Select who can rate tickets and where. Choose one amongst the following options -
• Anyone on the internet: Anyone on the internet with the rating link can view and rate the ticket. This is the default accessibility option for happiness ratings
  
• Requesters and cc'd users: Requestors and cc'd users can access the rating link on email replies, but not on the Help Center. This option can be an ideal choice if you want to conceal the link from your agents
  
• End users: End users can access the rating link while others will be prompted to sign up for your help center. End users will include the ticket's original requestor, cc'd users, and other users of the requestor's organization
  
• Display Widget in the Help Center: Enable this option if you'd like to display the ratings in your Help Center.
  
• Show Agent Photo: Enable this option to add the picture of the agent in the rating form.
  
• Reopen Ticket: You can choose to reopen a ticket when it receives a rating. A ticket can be reopened only on having received a negative rating or for all ratings.
  
• Enable Survey: You can enable happiness ratings for one or more of your departments. Specify the departments from the drop-down menu.
  
• Notify Ticket Owner For: You can notify the ticket owners when they receive ratings from the customers. You can choose to be notified only having received a negative rating or for all ratings.
  
• You can notify the Supervisors or the Support Managers about the negative ratings received in your help desk. Specify the other users from the list view.
  
4. Click Save.
   

1. Go to Setup (  ) > Organization > Customer Happiness.
2. In the Customer Happiness page, do the following:
   
• Click the Edit icon (  ) over a rating.
  
• In the Edit Rating window, select a smiley from the options provided. You can click the Add icon (  ) to browse and select an image from your machine.
  
• Customize the text for rating; response shown on selecting a rating and on providing feedback.
  
• Click Save within the window.
  
3. In the Customer Happiness page, click Save.
   
   

Multilingual support for customer happiness ratings

Note: Rating form language preferences

The rating page language is determined based on the following preferences, in order:

1. Ticket language: The rating page will be displayed in the language associated with the ticket.
   
2. Customer's browser language: If the ticket language is not specified, the system will use the preferred language that is set in the customer's browser.
   
3. Default to English: If neither of the above conditions is met, the rating page will be displayed in English.
   

Available languages

1. When you opt to add the rating link in all of the ticket responses, the link is displayed just below the agent's signature. An agent, while replying to a ticket, can copy-paste the link anywhere within the reply editor.
   
   
   
   
2. When you opt to send the rating link only on closing a ticket, the link is displayed above the agent's signature in the email notification sent for a closed ticket. You can customize its location in 'Closing a Ticket' notification email under Setup.  Please note that the system will automatically enable the closed ticket notifications on selecting this option. You can disable the closed ticket notification, but make sure you've set up a workflow trigger to ask for ratings.
   
   
   

Leaving a Feedback

Viewing Ratings on Tickets

1. Go to Setup (  ) > Workflows > Automation.
2. In the Workflow Rules page, click Create Rule in the upper right corner.
   
3. In the New Workflow page, create a workflow rule, as suggested below:
   
• Module - Tickets
  
• Enter a Rule Name
  
• Execute on - Create
  
• Rule Criteria -  Status <contains> Closed & Channel <contains> Phone
  
• Under the Actions menu, click the icon to add a New Alert
  
• In the New Alert window, select the email template for customer happiness rating
  
• Under Notify, check the Contact option
  
• Click Save
  
4. Click Save on the New Workflow page.
   

1. Go to Setup (  ) > Organization > Customer Happiness.
2. In the Customer Happiness page, click on the toggle at the top of the page.