Reviews introduction

In the Reviews tab you can navigate through your CSAT reviews, you can add filters and export the selected data.

Filters

In the Filters box on the right side of your screen you can add various filters such as:

• Time period - by clicking on the Calendar icon, you can choose one of the already created time period selections or choose a custom and make your own selection.

• Type of reviews - By clicking on the green, yellow or red face, you can exclude the given type of reviews from your search. For example, if you want to filter out all of your negative and neutral reviews, simply click on the green face.

• Companies - You can select some of your clients organization reviews. Multiple selection is possible.
• Agents - You can filter reviews based on the agent assigned to the reviewed service ticket. Multiple selection is possible.
• Segments - You can filter reviews based on different segments created in your ticketing system. Multiple selection is possible.
• Tags - You can filter based on tags designation inside your ticketing system. Multiple selection is possible.

• Statuses - Based on the review status you can filter open or done reviews.

• Comments - with this filter you can select only reviews with comments, only reviews with marketing permissions, and only reviews published on the Website Widget.

You can reset the filters back to the default selection, as well as, hide and expand the filter box:

• Reset

• Hide

• Expand

Key Metrics

At the top of the Reviews page, you can see the following key metrics:

• Net CSAT Score - the overall Net CSAT Score for the selected period.
• Response rate - the response rate for the selected period. Find out more about how the CSAT response rate is calculated here.
• Reviews - the reviews count for the given time period.
• Positive - the percentage of positive reviews for the given time period.
• Neutral - the percentage of neutral reviews for the given time period.
• Negative - the percentage of negative reviews for the given time period.

As described above, you have the option to filter the reviews for a specific period, e.g. last 30 days, last 90 days and more. When you select a certain period, the large number displayed in each block matches the period, while the smaller number in the brackets shows you the all-time score, for comparison.

Reviews

In the reviews section you can see all reviews selected based on the filters you applied. 

• Rating - a green face goes for positive review, a yellow one for neutral, while red face represents a negative review.
• Date - indicates the date and time the review was received
• Ticket # - indicates the number of the reviewed service ticket. By clicking on it, it guides to the ticket in your ticketing system.
• Title - the subject line for your reviewed service ticket.
• Company - your client organization. By clicking on the name, it leads you to the Company segment in your ticketing system.
• Contact - the user who submitted the review. By clicking on the name, it leads you to the User segment in your ticketing system.
• Agent - the ticket's assignee who received the review.
• Segment - the given segment as set in your ticketing system.
• Marketing permissions - if the selected review was given marketing permissions by your customer, you will see a tick sign under this column.
• Published - if the selected review is positive and has marketing permissions, you will see a toggle under this column. By switching the toggle you can manually publish or hide the review from your Website Widget. To read more about it, check out this article.

You can open the CSAT review by clicking on it. In the review box you can edit the review, add a note, add or remove tags, change the review status, reload the ticket details or delete it. All the changes you make will appear in the Activity log.