Customer profile and satisfaction

The customer profile brings everything about one customer onto one page. Satisfaction ratings show how customers felt about the help they got.

Open a customer's profileCopy Anchor Link

Select the customer's name on a ticket, or on a row in the inbox, to open the customer panel. It shows their contact details, tags, and open and closed tickets. Select Open full profile for the whole picture:

• Contact details: phone, company, when they became a customer and when they last wrote.
• Tags on the customer.
• Satisfaction: the average of their ratings and how many they gave.
• Open tickets and Closed tickets. Select one to open it.
• Conversation history: every message on their tickets, newest first, each with its ticket number. Internal notes are marked Internal note. Select Load older messages to go further back.

You only see tickets in groups you can view. Tickets in other groups add nothing to the lists, the history or the satisfaction figure, so two people can see different profiles of the same customer. See Roles and groups.

To change contact details or tags, use Edit in the customer panel; that needs permission to edit users.

Satisfaction ratingsCopy Anchor Link

When you resolve a customer's issue, their chat offers a quick question: How did we do? They pick a score from 1 (very poor) to 5 (great) and can add a comment, or select Skip. It's optional, and a skipped rating isn't asked again for that issue.

• The rating appears on the ticket as Customer rating: 4/5, with the comment when there is one.
• The customer can change their rating later; the ticket keeps one rating, the latest.
• The offer is shown while the issue is resolved. Once the customer writes again, the chat moves on.

Customers only ever see "How did we do?". They never see ticket numbers, groups or states.

Satisfaction on the dashboardCopy Anchor Link

The dashboard's Customer satisfaction figure is the average rating given in the last 7 days, with the number of ratings. Like every dashboard figure, it counts only tickets you can view. Skipped ratings don't count. See SLA and business hours for the other dashboard figures.