Satisfaction with Cliedesk Pro

Cliedesk asks for a rating after resolve in every edition (see the Free guide, Customer satisfaction). Cliedesk Pro adds the options below in Settings → Satisfaction (CSAT), under More ways to ask.

Rate each email reply

Turn on Add Great / Okay / Not good links under each email reply. This is off by default. Each reply gets one rating, credited to the agent who wrote it. Customers can change it for 10 days (Customers can rate a reply for) and can add a comment. A Not good rating can start a rule. Reply ratings do not change the conversation’s CSAT.

Happiness

These ratings make the Happiness score: % Great minus % Not good, from −100 to 100. The Happiness card on Home shows the last 30 days. Choose Per agent, team, channel or brand. CSAT % is shown next to it.

The question in each language

Question in other languages: one line per language, for example de = Wie zufrieden waren Sie?. The survey page, the widget and the portal use the conversation’s language.

Send a survey yourself

Use the action Send a CSAT survey in a rule, or the macro step Send a CSAT survey. A conversation gets one survey per episode.

The condition CSAT survey finds conversations by survey state: Rated positive, Rated negative, Survey sent, no answer yet or No survey.

Follow up on low ratings with the supervisor

The rule template Follow up on low ratings with the supervisor opens the conversation again with high priority, adds an internal note and notifies the supervisor (action Notify the supervisor). The supervisor is the lead of the conversation’s team, or of the agent’s teams, or people with the Supervisor role.

Count every agent who replied

Reports → CSAT → By every agent who replied counts each rating for everyone who replied in the conversation, not only the last agent. With Hide individual ratings and comments from agents on, agents see only their own row.

Settings

Setting	What it does	Default	Allowed values	Who can change it
pro_csat.per_reply	Add Great / Okay / Not good links under each email reply. Can differ per product.	Off	On or off	Manage settings
pro_csat.reply_days	Customers can rate or change a reply rating for this many days. Can differ per product.	10	1–90	Manage settings
pro_csat.questions	The question in other languages. Can differ per product.	Empty	Set on the settings screen	Manage settings