Help CenterThis report displays a list of satisfied Users based on ticket surveys. To learn how to set up a survey in Atera, please check out this article.
Generate satisfied users report
1. From Reports (on the side panel), go to Classic Reports, and click on Satisfied users report.
The Report page is displayed
2. Fill in the parameters:
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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 sites
The Satisfied users report is generated.
Export Satisfied users report
After generating your report, you have the option to export it in Excel or PDF format. Simply click the Export button 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.
Overall User Rating
Overall User Rating is displayed at the top. 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 user service.
Ticket Specific Information
The ticket-specific information is displayed in table format:
- Ticket ID
- Ticket Title
- Creation Date
- Technician Name
- User Name
- Average Ratings - The overall average of the rating based on the answered survey questions.
View user survey
To see the survey that you received on a ticket.
1. Click on the Ticket ID, in the report that you have generated.
The ticket is displayed in a new window
2. Click on the rating found under Requester Info.
The Ticket Rating popup will be displayed where you can see more details about the survey
Julian Kudo