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:

1. Click the List View icon (  ) from the top bar.
2. In the Ticket List View page, click the (  ) icon located alongside Views in the left panel.
   
   
   
3. 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.
4. 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.

• 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 ...

• Can I customize the look of the Happiness Ratings?

  Happiness Ratings enables you to measure the quality of customer service being provided by allowing your customers to rate their experience on a scale of Good, Okay and Bad. That said, it is essential that the ratings and their accompanying visuals ...