How to Collect Customer Ratings on Helpdesk Tickets in Odoo 18

Customer Rating is used to measure customer satisfaction with the resolution of Helpdesk tickets. The Customer Rating feature in Odoo's Helpdesk module allows you to automatically send rating requests when a ticket reaches a specific stage, collect feedback directly from the customer via email or portal, and track performance metrics for your Helpdesk team.

Step 1: Configure the Mail Server

The first step is to configure a mail server in Odoo because all rating requests are sent through email. If the mail server is not set up, customers will never receive the rating request.

1. Navigate to Settings > Technical > Outgoing Mail Servers
2. Add your company's email system details (e.g., Gmail SMTP server)
3. Enter the correct port number and credentials
4. Save and test the configuration

Step 2: Enable Customer Ratings on Helpdesk Team

With the mail server ready, enable the customer rating feature on the Helpdesk team. This configuration is done at the team level because each team may handle different types of tickets.

1. Open Helpdesk > Configuration > Helpdesk Teams
2. Select the relevant team
3. Scroll to the Performance section
4. Activate the Customer Ratings option
5. Save the configuration

Step 3: Configure Rating Email on Stage

After enabling ratings on the team, set up the stage at which the customer should be asked for feedback. Usually, the rating request is sent when the ticket reaches the "Solved" stage.

1. Navigate to Helpdesk > Configuration > Stages
2. Select the stage (e.g., "In Progress" or "Solved")
3. Assign an email template (default: "Helpdesk: Ticket Rating Request")
4. Save the stage configuration

How Customers Rate Tickets

Odoo sends the rating request email automatically when the ticket moves to a stage with "Send Rating Request" enabled. The email typically contains:

• A short greeting and context (ticket reference, agent name)
• Clickable images/icons or stars (happy/ok/dissatisfied or 1-5 stars)
• Each image links to a URL with an access token and numeric score
• Optional confirmation page for adding comments

Example Workflow

Viewing Rating Statistics

The Helpdesk Overview dashboard shows aggregated ratings. For detailed analysis:

• Go to Helpdesk > Reporting > Customer Ratings
• Filter by date ranges, stages, or agents
• Optionally publish team ratings on your website (last 30 days' summary)

Conclusion

The customer rating feature in Odoo 18's Helpdesk module is a powerful tool for measuring and improving customer satisfaction. It transforms what used to be a difficult task into an automated, reliable process. By ensuring proper mail server configuration, enabling ratings on the right teams, and associating the feature with correct stages, businesses can continuously gather meaningful feedback.