Creating Custom Ticket List Views for Ratings
Custom ticket views help you to organize and view tickets based on the criteria specific to happiness ratings. For example, you can create a view for; closed tickets that had received a negative feedback, tickets that didn't receive a rating or tickets that didn't trigger the rating URL.
To create a custom view for tickets that received a negative rating:
- Click the List View icon (
) from the top bar.
- In the Ticket List View page, click the (
) icon located alongside Views in the left panel.
- In the Create New View page, do the following:
- Enter a name for the View.
- Specify the criteria filter as: Status <is> Closed (AND) Happiness Rating <is> Bad.
- Specify the visibility permissions for this custom view.
- Check Show in all departments option, if you want to add this custom view in all of your departments.
- Click Save.
Specifying Rating Criteria
While creating a custom ticket list view you must specify the criteria based on which the ticket will be filtered under the view. The following image lists the criteria options available for happiness ratings:
The 'link provided' and 'link not provided' condition, refers to whether the feedback URL was or wasn't sent for a ticket respectively.
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 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 Workerly Home
- Forums
- Connect With Us:
- Zoho Recruit Home
- Forums
- Connect With Us:
Still can't find what you're looking for?
Write to us: support@zohoforms.com
Zoho Sheet Resources
Zoho Forms Resources
New to Zoho Sign?
Zoho Sign Resources
Sign, Paperless!
New to Zoho TeamInbox?
Zoho TeamInbox Resources
New to Zoho ZeptoMail?
Zoho DataPrep Resources
Design. Discuss. Deliver.
New to Zoho Workerly?
New to Zoho Recruit?
New to Bigin?
New to Zoho CRM?
New to Zoho Projects?
New to Zoho Sprints?
New to Zoho Assist?
Related Articles
Predefined and Custom Ticket List Views
List Views are used to group records based on a defined set of criteria. For example, you can view a list of Open tickets that are unassigned, a view for tickets that are overdue, or a view for tickets that are created in the last week. This way ...Viewing Happiness Rating Score
To understand your customers better, you need to be attentive to them whenever you are in touch with them. Zoho Desk allows you to monitor your customers' happiness score from 3 specific areas: Ticket Details Page Contact List & Details Page Account ...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 ...Reporting on Customer Happiness
Zoho Desk provides you with prebuilt reports on happiness ratings for agents. These reports are quite detailed and provide an informative collection of rating statistics that can be used as it is. The three default reports are namely: Customer ...Predefined and Custom Event Views
You could create an event for time-bound activities like meetup or demonstrations for your customers to introduce them to the newly launched feature or a product. These events can then be grouped together based on a defined set of criteria using List ...