Answers to the surveys sent when tickets are resolved can be viewed in two ways. They are reserved for Service Desk agents and administrators (and for application administrators).
Satisfaction statistics screen
The Satisfaction statistics screen (/csat/stats) shows, for a period:
- Surveys sent;
- Responses received;
- Response rate;
- Average score (out of 5).
By default the period covers the last 30 days. Change the From and To dates, optionally enter a group code in Team to keep only the tickets assigned to that group, then click Filter.
The team and agent taken into account are those of the ticket when the survey was sent: reassigning a ticket afterwards does not move its answer.
Satisfaction widget
The Satisfaction dashboard widget shows the Average score and the Response rate. In the dashboard settings, choose its Period (last 7, 30 or 90 days) and, if needed, a Group (optional); otherwise it covers All groups. Someone without access to the statistics sees Access not allowed. instead of the figures.
Comments are shown neither on the screen nor in the widget.