The ticket rating lets the person who reported a case rate the quality of service once the case is finished. A separate external service rating is used to rate the company the ticket was passed to. The average rating is shown on the external service's card.
Note
You give a rating only once. A saved rating cannot be changed or removed, and reopening a ticket does not allow it to be rated a second time.
Conditions for giving a rating
The stars appear in a ticket only when all of the conditions are met at once.
OwnerRatingorPartnerRatingis switched on in the application settings.The ticket type has Subject to rating set to YES.
The ticket has the Closed status, or Done as well when the
RatingAfterCompletedsetting is on.The ticket has not been rated yet.
You will find Subject to rating in the Master data > Tickets > Ticket types menu, once you open a type for editing. The list of types also has a Subject to rating column, so you can see at a glance which types are subject to rating.
Giving a rating
Open the ticket and go to the Information tab.
In the Ticket rating row, click the star that matches your rating. A window opens with the question “How would you rate the services you received?”.
Add a comment if you want to. The question above the comment field depends on the rating: for a high one it reads “What did you like best?”, and for a low one “What should be improved?”.
Click Save.
Once saved, the stars show the rating given, with the comment underneath. The external service rating works the same way, in the External service rating row.
The rating has five levels. The first column of the table is the number of stars, the second is the name of the rating in the window.
Stars | Name of the rating |
1 | Unacceptable |
2 | Poor |
3 | Neutral |
4 | Positive |
5 | Excellent |
When the RatingMode setting is empty, three faces appear instead of the stars: a negative, a neutral and a positive one.
Who rates and who sees the ratings
Who gives which rating depends on the person's role in the ticket. The first column of the table is the rating, the second says who gives it, and the third who sees it.
Rating | Who gives it | Who sees it |
Ticket rating | A tenant from the company assigned to the ticket. With the star rating, also the ticket owner, if they are not from the same company as the responsible person. | Everyone except the external service. |
External service rating | An employee of your organization, in a ticket passed to an external service. Tenants and external services do not give this rating. | Employees of your organization. Tenants and external services do not see it. |
The request for a rating
Singu sends a message asking for a rating automatically, when the ticket status changes and when the ticket is passed to an external service. The subject of the message carries the ticket number. You give the rating by clicking a star in the message.
While the ticket still has no rating, a button for repeating the request appears in the Information tab. It sends the request once more, and Singu confirms this with a message saying the request has been sent to the owner. The ticket owner and anyone from outside your organization do not see the button.
Ratings on the external service's card
Singu totals the ratings given in tickets on the external service's card. You open the cards from the Companies > External services > List menu, and the Rating tile in the Information tab shows the average and the number of ratings. With no ratings yet, the tile shows None.
The same ratings are shown in the Rating column on the list of external services.
Application settings
Four settings decide whether a rating appears at all and what it looks like. All of them are in the Tickets section. The first column is the section, the second is the name of the setting, and the third explains what it changes.
Section | Setting name | Description |
Tickets |
| Switches on the ticket rating, that is the rating of the quality of service after the ticket is closed. |
Tickets |
| Switches on the external service rating. |
Tickets |
| Decides what the rating looks like. The Stars value gives five stars, an empty setting gives three faces. |
Tickets |
| Allows a ticket to be rated already at the Done status, instead of only after it is closed. |
If an option described here is unavailable, contact whoever manages application settings in your organization.
Frequently asked questions
Why can I not see the stars for rating in a ticket?
The stars appear only in a ticket with the Closed status (or Done, when the RatingAfterCompleted setting is on) whose type has Subject to rating set to YES.
If the conditions are met and the stars are still missing, the ticket has already been rated, or rating is switched off in the application settings.
Can a ticket be rated again after it is reopened?
Reopening a ticket does not bring the rating back. Singu allows one ticket rating and one external service rating, and an attempt to give a second one shows a message saying the ticket has already been rated.
Can a rating that has been given be changed?
A rating that has been given cannot be changed or removed, and the stars stop being clickable once it is saved. If the rating needs explaining, describe the case in a note in the ticket.
Why can a tenant not see the external service rating?
The external service rating is visible only to employees of your organization. A tenant sees and gives the ticket rating only, and an external service sees neither of the ratings.
How do I send the request for a rating again?
You send the request for a rating again with the button for repeating the request in the Information tab. The button is visible to an employee of your organization who is not the ticket owner, and only while the ticket has no rating.
Where do I check how external services are rated?
You will find the average rating of an external service in the Companies > External services > List menu, in the Rating column, and on the company card in the Information tab.