BizRatings Service Ticket CSAT Responses: Filters, Reports, Spotlight and Kiosk View

The Service Ticket CSAT page (Company > Service Ticket CSAT) shows how your clients rated the service they received on individual service tickets. Each response is tied to a ticket, the engineers assigned to it, and the client who submitted it, so you can see not only the score but the story behind it.

It replaces the classic Team Report page with KPI cards, charts, a searchable response list with a reading pane, a Survey Fatigue report, and two presentation views: Spotlight (a prospect-safe showcase) and Kiosk View (a live display for an office TV). The classic page is still available from the Classic view link in the page header.

Note: This page covers service tickets. It is separate from the Project Responses page, which covers project surveys.

Who can access this page

The page has two views, and BizRatings shows you the one that matches your role:

• Admin view – shows all of your company's clients and can edit scores. The page header shows an ADMIN badge.
• Account Manager view – shows only the clients assigned to that Account Manager. Account Managers can review responses, look up response details, and use Spotlight, Kiosk View, Export CSV, and Print, but cannot edit scores.

Tip: Some companies set up specific views for specific Account Managers. To learn how to do this, see Restricting Account Manager visibility in the User Management article.

The page header

The header shows the page name, a badge showing your role, and a scope line with the company, the date range, and the number of tickets in the current results. Buttons on the right open the companion tools:

• Spotlight – opens the prospect-safe showcase (see Spotlight below).
• Kiosk View – opens the live display (see Kiosk View below).
• Export CSV – downloads the current results.
• Print – opens a print preview.
• Take the tour – starts a guided walkthrough of the page.
• Classic view – opens the classic Team Report page.

Filtering your results

Nothing on the page changes until you click Apply filters. This lets you set several filters at once without reloading after each one.

1. Under Engineer (Member Name), search for and select one or more engineers.
2. Under Client Name, search for and select up to 3 clients (the field is labeled Max 3).
3. Under Type, choose All types, Full submission, or 1-click.
4. To use more filters, click More filters. A number badge shows how many filters are set there.
   • Keyword – searches ticket number, summary, client, contact, and board.
   • Review Type – All Reviews, Responded, or Sent — no reply.
   • Sent On — Start and Sent On — End – the date range. The range applies to the date the survey was sent, not the date it was answered. By default, the page shows the current month.
5. Click Apply filters.

Active filters appear as chips under the filter bar. Remove a chip to drop that filter, or click Clear all to start over.

Note: A 1-click response means the client rated the ticket by clicking a score in the survey email. A Full submission means the client went on to complete the survey.

The KPI cards

The cards above the tabs update with your filters.

Scores fall into three bands: Promoter (9–10), Passive (7–8), and Detractor (1–6). If a score has been edited, the edited score is the one used in the cards, charts, and lists.

Why is User Response Rate different from Responded ÷ Surveys Sent? Each contact gets their own rate (surveys answered divided by surveys sent), and the card averages those rates. That way one contact who opens many tickets does not outweigh everyone else. The Survey Fatigue tab uses the same calculation.

The Responses tab

The Responses tab is a list on the left and a reading pane on the right. Above the list, the bucket pills (All, Promoters, Passives, Detractors, and No reply) narrow the list instantly, and each pill shows its count.

The numbered items in the screenshot are:

1. The Columns menu.
2. The edit (pencil) button on each row. This button is available to Admins only.
3. A comment sub-row. When a client left a comment, it appears directly under their response.
4. The Type chip, which shows whether the response was Full or 1-click.
5. The reading pane.
6. The Copy link button.

The list

Each row shows the Score, the Ticket (summary, ticket number, and board), Assigned To, Source (the PSA the survey came from, such as ConnectWise), Tags, Client, Type, and the Responded date.

• When an engineer was rated individually, their rating appears in parentheses next to their name in Assigned To.
• Tickets that were surveyed but have not been answered appear with a note such as Sent 5d ago instead of a score. Use the No reply pill to see only these.
• A score that was edited carries an EDITED · WAS label showing the original score.

Customizing columns

Click Columns to show or hide columns and change their order, or drag a column header sideways. Click Reset to default to go back to the standard layout. The score column always stays first and the actions column always stays last. Your column choices are remembered in your browser.

The reading pane

Click any row to open its details on the right. Click Copy link to copy a direct link to that response, and click the X to close the pane. On a phone, the pane opens as a sheet from the bottom of the screen.

The pane shows:

• The Score and its band (Promoter, Passive, or Detractor).
• The Contact: name, email, and client.
• The Ticket: ticket number, board, survey type, engineer, also assigned, source, sent and responded dates, and response type.
• Response Origin: the IP address, when the survey was opened, and whether the response came after a reminder.
• The client's Review Comment.
• Engineer Information: everyone assigned to the ticket.
• Ticket Lifecycle & Effort: additional ticket fields from your connected PSA or CRM. The fields listed depend on your integration.
• An Email contact button to start an email to the contact.

Depending on the survey type, the pane also shows the rating for each question (5 questions surveys) or a score card for each engineer rated (Employee Focused surveys).

Looking up an IP address

In Response Origin, click the info button next to the IP address to open the IP Address Details window. It shows location and network details for the address, including a map. This is available to both Admins and Account Managers. If more than one response in your results came from the same IP address, a duplicate-submission warning appears on the response.

Editing a score

If a client's score is an obvious mistake, for example a rating of 1 when they meant 10, you can correct it. Only Admins can edit scores.

1. Click the pencil button on the row.
2. Choose the new score, from 1 to 10. The customer's original score is shown for comparison.
3. Enter a Reason for Change. This is required.
4. Save the change.

The original score and your change are kept in the audit trail, and the row shows EDITED · WAS with the original score.

Note: Edited responses are automatically excluded from public reviews and public website profiles, to protect the integrity of your reviews.

The Performance Trends tab

1. Score distribution – a donut chart and a bar showing how many responses are Promoters, Passives, and Detractors, and how many tickets have no response.
2. Service ticket trend – a line for NPS or average score over time, with bars behind it showing the number of responses. The chart groups results automatically by day, week, or month depending on your date range, using the date the survey was sent.
3. The NPS / Avg score toggle switches the line between the two.
4. Employee performance – a card for each engineer with their average score out of 10, the number of direct ratings, and the number of tickets.

Below these are the Engineer rating vs overall ticket satisfaction chart, which compares the score clients gave an engineer with the score they gave the ticket overall (use the selector in the corner of the chart to choose one engineer or All engineers), and the 5-Question Breakdown, which shows the average score for each question on the survey.

Drilling into an engineer

Click an engineer's card to see a list of their tickets. Each responded ticket shows two scores side by side:

• Ticket – the client's overall score for the ticket.
• Engineer – the score the client gave that specific engineer. Not rated means the client did not score that engineer on that ticket.

When the two scores differ by 2 or more, an arrow shows the direction of the difference. The list also shows the average ticket score and the average engineer score, and you can export it.

Click a ticket in the list and the page returns to the Responses tab with that ticket pinned at the top and open in the reading pane. A Pinned ticket at top chip appears with your filter chips. Remove the chip to go back to the normal order.

The Survey Fatigue tab

Clients who are surveyed too often can stop answering, and their scores can suffer. The Survey Fatigue tab helps you spot this early.

1. Summary cards that show how many contacts were surveyed and how many have not responded.
2. A Fatigue risk mix chart that groups contacts by how likely they are to be experiencing survey fatigue.
3. A Most-surveyed contacts list that shows how often each contact was surveyed and how often they replied.

Click a chart segment or a contact to see the tickets behind it. Use this tab to spot contacts who may be surveyed too often and to decide whether to adjust how often they receive surveys.

Spotlight

What it is for: Spotlight is a read-only version of your Service Ticket CSAT results that is designed to be shown to prospects, clients, or leadership, for example in a sales meeting or a quarterly business review. It lets you present real satisfaction results while controlling which details are visible, so you can share the story without exposing client, engineer, or contact identities. Spotlight has no editing, export, or IP lookup controls.

Click Spotlight in the page header to open it.

1. Window – choose 30 days, 90 days, 6 months, or 12 months.
2. The field group checkboxes. A checked box shows that group; an unchecked box hides it. The count next to them (for example 5 hidden) tells you how many groups are hidden.
3. Prospect-safe hides every identifying field; Full detail shows them all.
4. Share, Print, and Present.
5. KPI cards: Average CSAT, Satisfied (the share of scores 7 and above), NPS, Response Rate, and Responses.
6. The Recent responses table, below the Average CSAT over time and Score distribution charts.

Choosing what is visible

When you open Spotlight, client names, engineer names, contact names, ticket numbers, and response dates are hidden, while written comments and detractor rows are shown. The page confirms this with a Curated view label.

Presenting and sharing

• Click Share to copy a link. Your window and visibility choices are saved in the link, so whoever opens it sees the same view.
• Click Present to hide the control bar while you share your screen. Click Show controls (or press Esc) to bring it back.

Tip: Check the checkboxes before you share your screen. Comments and detractor rows are shown by default, so uncheck them if you do not want them on screen.

Kiosk View

What it is for: Kiosk View is a live display meant to run on an office TV or wallboard, so your whole team can see how clients are rating your service without opening the report. It refreshes itself, so it works as a running scoreboard and a way to celebrate great feedback as it arrives. Click Kiosk View in the page header to open it. The kiosk uses the filters you had applied on the page, so you can run it for a specific engineer or client.

1. The date range, the current time, and the Auto-refresh indicator (every 30 seconds).
2. Buttons to pause the refresh, open the display settings, go full screen, and close the kiosk. The settings include light and dark mode and a screen warmth control.
3. KPI cards: Responses (the number of tickets surveyed), Avg CSAT, Response Rate, Promoters, and Detractors.
4. Latest Ticket Responses – the newest responses first, with the score, contact, client, response type, ticket, and comment.
5. Listening for ticket comments – a large display of the latest client comments.
6. Distribution and Top Engineers tabs – the score distribution, and a leaderboard of top engineers.

• When a high score comes in, the kiosk celebrates with a confetti animation.
• A Presenter Remote lets you control the display without leaving the screen.
• The kiosk can cycle through several companies on one screen.

Export, print, and the guided tour

• Export CSV downloads the current results, including ticket details, assigned engineers and their scores, source, tags, and comments.
• Print opens a print preview.
• Take the tour starts an 18-step walkthrough of the filters, KPI cards, tabs, Spotlight, Kiosk View, and export. A progress bar shows where you are. Steps for features you cannot access are skipped.

Switching to the classic page

Click Classic view in the page header to open the classic Team Report page. Your filters are not carried over between the two pages.

Frequently asked questions

Why don't I see some of my clients?
Account Managers only see the clients assigned to them. Also check your filters and date range, and remember that the date range applies to the date the survey was sent.

Why do the Ticket and Engineer scores differ?
Clients rate the ticket overall, and can also rate each engineer separately. An engineer can be rated higher or lower than the ticket as a whole.

What does 1-click mean?
The client rated the ticket by clicking a score in the survey email without completing the full survey.

Why is my User Response Rate different from Responded ÷ Surveys Sent?
User Response Rate averages each contact's own rate, so contacts with many tickets do not outweigh everyone else.

Can an Account Manager edit a score?
No. Only Admins can edit scores.

What happens when a score is edited?
The new score replaces the customer's score in your KPI cards, NPS, and charts. The original score stays in the audit trail, and the edited response is excluded from public reviews and public website profiles.

Can I run Kiosk View for one engineer or client?
Yes. Apply the filters you want on the Service Ticket CSAT page, then click Kiosk View.

Can I share a specific response with a colleague?
Yes. Open the response and click Copy link in the reading pane.