Documentation / Working with tickets
Customer satisfaction when closing a ticket
In short: Closing a ticket takes one click. aishaa does not ask you anything about the customer: it decides for itself whether the conversation was a customer conversation and gives it a satisfaction score from 1 to 10. That score determines whether the ticket becomes a candidate for the review email.
Where to find this
You close a ticket in three places: in the Status list in the top bar of an open ticket, via the status chip on the row in the ticket overview, and for several tickets at once via Mass status update. In all three places the ticket closes immediately; no question or dialog appears.
Who: from the Agent role upwards. A Team lead sets whether the organisation collects customer satisfaction in the review email settings, see Review email.
What aishaa does itself
If the organisation collects customer satisfaction for the review email, aishaa assesses the conversation after the ticket has been closed. This happens in two steps:
- Is this a customer conversation? aishaa checks whether the other party is a customer or wants to become one, and whether the conversation is about their own order, product, delivery, return, payment, account, service or question.
- How satisfied was the customer? If it is a customer conversation, the ticket gets a score from 1 to 10: 1 to 3 is very dissatisfied, 4 to 6 neutral, 7 to 10 satisfied.
This works the same for a ticket you close yourself, for several tickets you close via Mass status update and for tickets aishaa closes automatically. The conditions are the same in all cases:
- the organisation collects customer satisfaction for the review email;
- the ticket does not have a satisfaction score yet;
- no review email has been sent or ignored for this ticket yet.
If one of those conditions is not met, nothing extra happens when the ticket is closed.
What does not get a score
If it is not a customer conversation, the ticket gets no score and never becomes a candidate for a review email. Among other things, aishaa does not count the following as a customer conversation:
- automatic notifications and system messages, such as notifications from a platform or form, delivery and read receipts, error messages from a mail server, out-of-office replies and calendar invitations;
- newsletters, marketing and advertising mail;
- sales pitches, recruiters, suppliers, carriers, partners, agencies and other business mail;
- spam, phishing and unsolicited bulk mail;
- internal mail between colleagues;
- empty, unreadable or test messages.
If aishaa is unsure whether a real customer is speaking, it does treat it as a customer conversation.
Good to know
- Closing is not final. If the customer sends a new message, the ticket automatically goes back to Open. The score remains.
- A score is not an email. Whether and when a review email goes out is decided by a colleague in the list of review candidates. aishaa never sends a review email itself.
- If the customer is in a customer group for which AI analysis is turned off, aishaa does not assess the conversation, so there is no score either. See Customer groups.
- Collecting customer satisfaction is set per organisation. In an account with several organisations, it can therefore happen for one ticket and not for another.
- How the score is arrived at and what happens with it is explained in Customer satisfaction score.