"How did we do?" is switched off on a desk that had Help Centre before ratings were added, so your customers are not asked something new without you choosing it. Switch it on under Settings → Support Desk → Ask customers to rate resolved requests. A new install has it on already.
Once it is on:
- The question appears on a request once you mark it Resolved, on the request page and in the Resolved email. Nothing is asked while a request is new, open or waiting on the customer.
- The Rated good card on the dashboard counts ratings given in the last 30 days. It shows a dash until the first customer answers, and 100% only when every rating was Good: one Not good among hundreds shows as 99%.
- Opening the request page from Open the customer's view while you are signed in shows Only the customer can rate this request. Nobody who answers requests can rate one on a customer's behalf.
- If the support desk itself is switched off, the question is not shown either.
- A red note under the switch saying ratings are not being collected means your database did not accept the new columns. Switch the plugin off and on again under Plugins.
Still stuck? Ask the developers who wrote it. We aim to reply within one business day.
Help Centre
A knowledge base, an FAQ and a support desk — so people find the answer, and reach you when they cannot.
From $19 a year · every feature · 30-day refund
