Odoo Helpdesk Customer Ratings: CSAT Setup, Scoring, and Reporting

Customer Satisfaction (CSAT) ratings in Odoo Helpdesk are triggered automatically when a ticket moves to a resolved stage. The customer receives an email with three emoji buttons (happy, neutral, unhappy) and optionally a text comment field. Results appear on the helpdesk dashboard and per-ticket timeline.

Enabling Customer Ratings on a Team#

Helpdesk → Configuration → Helpdesk Teams → [Team] → Customer Ratings

Options:

No rating - disabled
Rating based on ticket activity - request sent at a configurable interval
Rating when a ticket is closed - request sent when the ticket reaches a Closing Stage

Stage Configuration#

Helpdesk → Configuration → Stages → [Closed Stage]

Check Closing Stage
Optionally set Send Rating Request timing: immediately or after N days

Rating Request Email#

Odoo sends the Helpdesk: Rating Email template containing:

Ticket summary (subject, agent, close date)
Three inline emoji links (green smiley, yellow neutral, red sad)

Clicking an emoji opens a minimal page for an optional comment. No portal login required.

Viewing Ratings#

Per ticket: Rating appears in the ticket chatter once the customer responds
Per team dashboard: Average CSAT shown as percentage (happy / total rated)
Report: Helpdesk → Reporting → Customer Ratings - filters by team, agent, period, value

Programmatic Access#

python

from datetime import datetime, timedelta
cutoff = datetime.now() - timedelta(days=30)
ratings = env['rating.rating'].search([
    ('res_model', '=', 'helpdesk.ticket'),
    ('team_id', '=', team.id),
    ('write_date', '>=', cutoff),
])
satisfied = sum(1 for r in ratings if r.rating >= 5)
total_rated = sum(1 for r in ratings if r.consumed)
csat = (satisfied / total_rated * 100) if total_rated else 0

Rating values: 1 = dissatisfied, 3 = neutral, 5 = satisfied. consumed is True when the customer clicked the link.

Common Mistakes#

Closing Stage not checked - the rating trigger does not fire without the Closing Stage flag even if the team has ratings enabled
Customer never receives email - check the helpdesk alias domain and outgoing mail server
Multiple rating emails per ticket - re-opening and re-closing a ticket fires a second request; add a custom constraint to rate only once per ticket if needed