This page helps you ask customers to rate your help when a request closes, and read the results in Reports.
How the rating prompt works
When the prompt is on and a request closes, Thorpe posts How did we do? in the request's thread in the customer channel, with three buttons: Great, OK and Not good. A line under them tells the customer they can reply in the thread to reopen the request, or react with 馃憤 馃槓 馃憥 instead of clicking.
Thorpe asks when all of these are true:
- your team replied to the request at least once;
- the account's tier is one you chose to ask;
- the request has no rating yet;
- Thorpe has not asked about the same request in the last 7 days.
Requests that close on their own, 72 hours after your last reply, are asked too. Private requests are never asked.
After the customer rates, the buttons go away and the prompt says Rated by and their name. The score is not shown in the channel. A customer who clicks a button sees a short Thanks that only they can see. A request takes one rating, and later clicks or reactions are ignored. If a teammate clicks a button, Thorpe replies Only your customer can rate this, and a teammate's reaction doesn't count.
Turn on the rating prompt
- Go to Settings > Channels. You need to be a Thorpe admin.
- Near the bottom of the page, turn on Ask for a rating when a request closes. Thorpe confirms with Rating prompt is on.
- Under Account tiers, keep All tiers, or pick one tier to ask only those accounts. The list shows the tiers your accounts and SLA policies use.
| Setting | Default |
|---|---|
| Ask for a rating when a request closes | Off |
| Account tiers | All tiers |
Teammates who are not admins can see these settings but not change them. You set an account's tier in Accounts, as Enterprise, Growth or Standard.
Read the results
- In the web app, open Reports and pick Last 7 days, Last 30 days or Last 90 days.
- The CSAT tile shows the share of ratings that were Great, and how many ratings were given in the range.
- Once there is at least one rating, two more cards appear: CSAT by account and CSAT by owner. Each lists up to ten rows, with Great and Ratings columns.
A rating counts in the range when it was given, not when the request opened. Each rating also appears in the request's Activity tab, for example CSAT received: Great.
Coming
Showing the rating on the closed triage card is coming. Until then, look in the request's activity or in Reports.
What's next
- Digests and reports covers the rest of the Reports page and the weekly digest.
- Requests and the triage card explains closing a request, which sends the prompt.