Customer Satisfaction Report - Jitbit Helpdesk Docs

The Customer Satisfaction Report allows helpdesk administrators to track and analyze feedback from users regarding their support experience.

To utilize this report, it's necessary to start collecting "satisfaction feedback" from users. This is done by adding the #RatingLinks# mask to the "Ticket closed" email template, which adds "Good", "OK" and "Bad" links to the email. Clicking a link opens a short page where the user confirms the rating and can leave an optional comment. Rating links work for 10 days after the ticket is closed (and only while it stays closed).

Users can filter the report data by selecting specific categories, a date range (applied to either the ticket creation date or the close date), the assignee of the ticket, and the associated company name.

Visualization

Pie Chart: Shows how many of the selected tickets were rated "Good", "Okay" or "Bad", and how many are still "Unrated". Click a slice to show only the tickets with that rating in the list below.
List of Tickets: Beneath the chart is a list of the matching tickets with their subject, submitter, status, rating and the user's comment (if any).
CSV Export: Allows the user to export the report data (ticket ID, subject, submitter, rating and comment) in a CSV format for further analysis or record-keeping outside the helpdesk system.