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Helpdesk Management Rating

helpdesk_mgmt_rating folder_open OCA/helpdesk open_in_new
After-Sales License: AGPL-3

This module adds the possibility to rate the assistance received through helpdesk tickets.

auto_awesome What this module does

AI-generated from the code · Odoo 19.0

Lets customers rate the helpdesk support they received, and shows satisfaction scores on tickets and in a dedicated Customer Rating report.

This module adds customer satisfaction ratings to helpdesk tickets. When a ticket moves to a stage that has a "Rating Email Template" configured, an email is automatically sent to the customer asking them to rate the service by clicking a smiley (satisfied, not satisfied, highly dissatisfied).

On each ticket you can see a smiley button showing the percentage of positive ratings, and a "Customer Rating" option in the ticket menu opens the list of ratings for that ticket. A "Customer Rating" menu under the helpdesk reporting menu shows all rated tickets with kanban, list, pivot and graph views.

Managers can set the "Customer Rating" field on a ticket to either "Rating when changing stage" or "No rating". The rating email template is chosen per helpdesk stage, so different stages can use different templates. A "Ticket Rating" message subtype is also added so rating activity appears in the ticket's chatter.

The module touches helpdesk.ticket and helpdesk.ticket.stage, and relies on the standard rating system (rating.rating).

Depends on

helpdesk_mgmtrating

Menus it adds

Customer Rating
Models and fields (2)
  • helpdesk.ticket · new modelrating_status (Customer Rating), positive_rate_percentage (Positive Rates Percentage)
  • helpdesk.ticket.stage · extends an existing modelrating_mail_template_id (Rating Email Template)

Text generated by AI (DeepSeek) from reading the Odoo 19.0 code on GitHub; it may contain mistakes, so check the code before deciding. View the code on GitHub

Availability by version

Reviewed: 2026-11-03
Confirmed (verified in repository and branch) Estimated (unverified) No information

Confirmation status: 7 confirmed, 2 with no information of 9 versions.

terminal Installation and usage

OCA documentation · Odoo 19.0

Configuration

Source · Odoo 19.0

To configure this module, you need to:

  • Edit or create stages.
  • Edit or create tickets.

Stages

  • Go to Helpdesk \> Configuration \> Stages to edit or create new stages.
  • Edit or create a new stage.
  • Set the name for the stage.
  • You can select the Email template for rating.

Tickets

  • Go to Helpdesk \> Ticket to edit or create new tickets.
  • Edit or create a new ticket.
  • Set the name for the ticket.
  • Select if the ticket should be qualified or not.

No verified information in OCA: Installation, Usage.

info

Data imported from GitHub: this sheet reflects the latest catalog review, not a live lookup. Always check the module documentation and staging before installing in production.