[FW][IMP] Helpdesk: ratings update

content/applications/services/helpdesk/overview/ratings.rst

@@ -2,30 +2,31 @@
 Customer ratings
 ================
 
-Asking customers to rate the support they received from a *Helpdesk* team provides an opportunity to
-gauge team performance and track customer satisfaction. Ratings can be published on the portal,
-providing customers with a general overview of the team's performance.
+.. |smile| replace:: green :icon:`fa-smile-o` :guilabel:`(smile)` icon
+.. |meh| replace:: yellow :icon:`fa-meh-o` :guilabel:`(neutral)` icon
+.. |frown| replace:: red :icon:`fa-frown-o` :guilabel:`(frown)` icon
+
+Asking customers to rate the support they received from a **Helpdesk** team provides an opportunity
+to gauge team performance and track customer satisfaction.
 
 .. _helpdesk/enable-ratings:
 
 Enable customer ratings on Helpdesk teams
 =========================================
 
 To enable *customer ratings* on a helpdesk team, navigate to :menuselection:`Helpdesk app -->
-Configuration --> Helpdesk Teams`. Select a team from the list and click on it to open the settings
-page. Scroll to the :guilabel:`Performance` section, and tick the :guilabel:`Customer Ratings`
-checkbox.
+Configuration --> Helpdesk Teams`. Click on a team from the list to open the settings page. Scroll
+to the :guilabel:`Performance` section, and tick the :guilabel:`Customer Ratings` checkbox.
 
 .. image:: ratings/ratings-enable.png
-   :align: center
    :alt: Overview of the settings page of a helpdesk team emphasizing the rating on ticket feature
          in Odoo Helpdesk.
 
 Set a ratings request email template on a stage
 ===============================================
 
 To automatically request ratings from customers once their tickets have closed, an email template
-should be added to the appropriate stage.
+needs to be added to the appropriate stage.
 
 After the :guilabel:`Customer Ratings` :ref:`setting has been enabled <helpdesk/enable-ratings>` on
 the team's settings page, click the :guilabel:`Set an Email Template on Stages` link. Select a stage
@@ -43,74 +44,22 @@ use to provide feedback. To view the template, click the arrow button to the rig
 After the template is added to the stage, it automatically sends a message when a ticket is moved to
 that stage. Customers are then asked to rate the support they received with colored icons.
 
- - *Green smiling face* - Satisfied
- - *Yellow neutral face* - Okay
- - *Red frowning face* - Dissatisfied
+ - **Satisfied** - |smile|
+ - **Okay** - |meh|
+ - **Dissatisfied** - |frown|
+
+.. image:: ratings/template-preview.png
+   :alt: A preview of the ticket rating request template in Helpdesk.
 
 After selecting a rating, customers are taken to a webpage where they can provide specific written
 feedback to support their rating. The rating is then submitted, and the rating, as well as any
 additional comments, are added to the chatter on the ticket.
 
 .. tip::
-   Customer ratings can also be viewed through the :guilabel:`Customer Ratings` report. To view
-   this report, go to :menuselection:`Helpdesk app --> Reporting --> Customer Ratings`.
-
-.. seealso::
-   :doc:`../../../general/companies/email_template`
-
-Publish ratings on the customer portal
-======================================
-
-After enabling the :guilabel:`Customer Ratings` setting, an option to publish ratings on the team's
-website appears. Enabling this setting provides portal users with an overview of the ratings the
-team has received over the last thirty days. Specific written feedback will not be included; only
-statistics of the team's performance will be visible.
-
-.. important::
-   To display ratings on the customer portal, a team **must** have their visibility setting set to
-   :guilabel:`Invited portal users and all internal users (public)`. To enable this setting,
-   navigate to :menuselection:`Helpdesk app --> Configuration --> Helpdesk Teams`. Select a team
-   from the list and click on it to open the settings page. Scroll to the :guilabel:`Visibility &
-   Assignment` section, and tick the :guilabel:`Invited portal users and all internal users
-   (public)` checkbox.
-
-Next, to publish the ratings, go to :menuselection:`Helpdesk app--> Configuration --> Helpdesk
-Teams` and select a team. Scroll to :guilabel:`Performance` and tick the checkbox for
-:guilabel:`Publish this team's ratings on your website`.
-
-To view the ratings for a team, a customer will log into the portal and navigate to one of their
-tickets. After clicking on the team name in the :guilabel:`Managed By` field, they will be directed
-to a page with the team's ratings over the past thirty days.
-
-.. image:: ratings/ratings-portal-overview.png
-   :align: center
-   :alt: View of the ratings performance overview from the customer portal.
-
-.. seealso::
-   :doc:`Portal access <../../../general/users/portal>`
-
-Manually hide individual ratings
---------------------------------
-
-Individual ratings can be manually hidden from the portal. This allows for specific ratings to be
-kept out of the performance metrics shared with customers.
-
-To make a rating visible only to internal users, navigate to the page for a rating. This can be done
-in one of the following ways:
-
-   - Go to :menuselection:`Helpdesk app --> Reporting --> Customer Ratings` and click on one of the
-     Kanban cards for an individual rating.
-   - Navigate to :menuselection:`Helpdesk app--> Tickets --> All Tickets` and remove the
-     :guilabel:`Open` filter from the search bar. Then filter by :guilabel:`Satisfied`,
-     :guilabel:`Okay` and/or :guilabel:`Dissatisfied`. Select a ticket from the results. Click the
-     :guilabel:`Rating` smart button.
-
-Once on the rating details page, check the :guilabel:`Visible Internally Only` box.
-
-.. image:: ratings/ratings-keep-internal.png
-   :align: center
-   :alt: View of the ratings performance overview from the customer portal.
+   Customer ratings can also be viewed through the :guilabel:`Customer Ratings` report. To view this
+   report, go to :menuselection:`Helpdesk app --> Reporting --> Customer Ratings`.
 
 .. seealso::
+   - :doc:`../../../general/companies/email_template`
    - :doc:`../advanced/close_tickets`
    - :doc:`reports`