This report displays a list of satisfied users based on ticket surveys. Learn more about how to create a ticket satisfaction survey. 

Understanding the satisfied users report

Overall User Rating

Overall user rating is displayed at the top of each user. This shows the average scores for the tickets within the selected period for the following key metrics:

• Rated tickets: The number of tickets rated in the selected period.
• Average ratings: The average of all rated user tickets is based on the average of the three metrics explained below.
• Average overall quality ratings: The average satisfaction with the overall quality of support.
• Average technical knowledge ratings: The average satisfaction with the technician's technical knowledge.
• Average helpfulness rating: The average satisfaction with the technician's general level of service.

Ticket Specific Information

The ticket-specific information is displayed in table format:

• Ticket ID: The ticket ID.
• Ticket Title: The title of the ticket.
• Creation Date: The date the ticket was created.
• Technician Name: The name of the technician assigned to the ticket.
• User Name: The name of the user that opened the ticket.
• Average Ratings: The overall average of the ratings based on the survey responses.

View user survey

You can view the survey results of tickets directly from the Satisfied user report.

To view the results of a ticket:

1. Generate a Satisfied user report.

2. Click the Ticket ID of the report you want to view.

The ticket appears in a new window.

3. Under Requester info, you can view the overall satisfaction rating, or hover over the tooltip icon for more detailed results of the survey and contact notes.

Generate satisfied users report

1. From Reports (on the side panel), go to Classic Reports, then click Satisfied users.

The Satisfied users report page appears.

2. Fill in the parameters:

• Time Period: Today, Yesterday, Last 7 Days, Last 30 Days, Last 60 Days, Last 120 Days, This Month, Last Month, Last Two Months, or Custom Range
  Note: Last X Days refers to the previous X days while the Last X Months refers to the previous X calendar months. For example, if you select Last 60 Days on June 15th, the period will be April 17 - June 15. If you select Last Two Months on June 15th, the period will be April 1 - May 31.
• Item Count: 3, 5, 10, 20, or 50 customers

3. Click Generate.

The Satisfied users report is generated. See Understanding the satisfied users report

Export Satisfied users report

After generating your report, you have the option to export it in Excel or PDF format. Click Export and select the desired format.

Schedule the Satisfied users report

You can schedule the Satisfied user's report to be delivered to your users' or technicians' inboxes on a regular day/time of your choosing. Check out this article to learn more about scheduling a report.