Wix Answers Help Center
Viewing Tickets by Satisfaction Rate
Customers can rate resolved ticket replies as "helpful" or "not helpful." Add the Satisfaction filter to any view on your Tickets List to see tickets with rated replies.
The more feedback you can gather about your replies, the better you can improve your customer support.
The more feedback you can gather about your replies, the better you can improve your customer support.
Notes:
- Customers can only rate ticket replies when agents reply by clicking Send & Resolve. Learn more about resolving tickets.
- Customers can also receive satisfaction surveys at the end of chats. You can add the Satisfaction Rate filter to view chats rated Positive, Neutral, or Negative.
To view tickets by satisfaction rate:
- Click the Tickets icon
in the side panel. - Hover over the view you'd like to filter and click Edit.
- Click Add Filter.
- Click Satisfaction.
- Select a feedback option:
- Tickets with positive feedback: Click to display tickets with replies that were marked as "helpful" by customers.
- Tickets with negative feedback: Click to display tickets with replies that were marked as "not helpful" by customers.
- (Optional) Save the view for all agents to use:
Note: To save custom views, you must be an administrator or have a custom role with Create, update, and delete views enabled in the Ticket List & Saved Replies permissions.- Click Save View as or click the Save View drop-down
and select Save View as. - Enter a name for the view and click Save View.
- Click Save View as or click the Save View drop-down
Notes:
- To update an existing custom view, click Save View, then click Yes.
- To revert to the last saved version of the view, click Reset View.
Tip:
Add more filters to further customize views on your Tickets List.
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