How to Access Rated Tickets

In the ProProfs Help Desk, you can access rated tickets and generate comprehensive rating reports. These reports concentrate on specific questions that pertain to support quality and customer satisfaction. By understanding the importance of analyzing ratings, you can gain valuable insights to improve your support services and enhance customer experiences.

Why should you analyze ratings?

• Quality Assessment: Analyzing ratings enables you to assess the quality of support your agents provide. By identifying patterns and trends in the ratings, you can pinpoint areas that require improvement and take appropriate actions.
• Customer Satisfaction Enhancement: Analyzing ratings helps you gauge customer satisfaction levels accurately. By understanding the feedback provided through ratings, you can identify strengths and weaknesses in your support processes and implement changes to enhance overall customer satisfaction.

To access the data, go to Reports > Ratings. View statistics for a particular inbox, user, frequency, and duration.  

Next, you can view data for "How do visitors rate our Support team?" and "What is our average rating?" for your support.

Lastly, you can view individually-rated tickets. You can use navigation buttons to access older tickets. Also, you can open any ticket to analyze.

And that's it! If you encounter any issues or have any questions, don't hesitate to reach out to our support team.