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Agent Feedback In The JS Help Desk!

Agent Feedbacks

From your agent dashboard, navigate to the Agent Dashboard > Dashboard Menu > Feedback. On the feedback page, you will find various options for the agent to manage feedback. All details about the feedback and how the agent handled it are discussed here.

The Feedback feature in JS Help Desk is designed to help agents gather, view, and analyze customer feedback on resolved or closed support tickets. This section offers valuable insights into how users feel about the support they’ve received, enabling your help desk team to measure customer satisfaction and make necessary improvements.

The feedback list can be filtered using search options like Ticket ID, Subject, Agent, or Department. This makes it easy to analyze specific aspects of your support performance. For example, you can filter feedback by agent to assess how well an individual team member is performing or by department to identify which team receives the most or least positive responses.

Each feedback entry includes detailed information such as the ticket ID, subject, username, assigned agent, and department. It also displays the feedback rating, represented visually with emoticons or color-coded labels (for example, green for “Happy,” yellow for “Normal,” and red for “Sad”). This helps agents quickly gauge the overall sentiment of the feedback without reading every comment in detail. For instance, if most tickets show green smiles, it indicates that users are satisfied with the support experience.

Each feedback entry also includes the customer’s written comment, which provides valuable context behind the rating. These comments help agents understand specific pain points or highlights, such as “The response was quick, but the issue wasn’t fully resolved,” or “The agent was very helpful and explained everything clearly.” Such insights go beyond ratings and help you continuously improve customer service quality.