Ticket Reviews enables agents and administrators to provide structured feedback on ticket handling by rating tickets across customizable review categories. The app tracks performance insights by allowing reviewers to flag issues, highlight learning opportunities, or recognize positive work, with all reviews accessible through a dedicated dashboard where users can view feedback about their own tickets and admins can access system-wide review data. This tool helps support teams improve service quality through peer feedback and performance monitoring.
Vendor Description
The ticket reviews app allows agents to review potential issues, flag learning opportunities or give positive feedback to a given user on a ticket.
Each ticket can be reviewed one time for a single user. This user defaults to the ticket assignee but can be changed to another user if needed. Once rated, ratings can be viewed from the left nav app. You can view reviews for your currently logged in user (reviews that others have submitted for you) and if you are an admin, all reviews in the system.
Ticket review types can be customized (both good and bad) and multiple rating types can be selected for each review.
Only administrator users can remove ratings via UI.
Installation
Note: Requires Agent Workspace to be active so the app can use the new 'Custom Objects'. Install the app from the marketplace.
Have an admin go to the app in the left nav and initialize the app. Once initialized, add or remove rating reasons (as an admin)
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