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AurionAI

Rate the support you received

3 min readBy Emmanuel Yazbeck

Who this is for: people who received an email asking them to rate a resolved request. This mostly concerns customers who contacted a company's customer service. Employees get this email only for requests that their IT team handles in the AurionAI inbox. Requests that your IT department tracks in its own ticketing tool do not send this email. That tool may send its own survey.

Your organization decides whether it asks for ratings, which question it asks and which rating scale it uses.

Prerequisites

  • An email from your organization's support team with a button or link to rate your experience. It comes with the email that says that your request is resolved, or in a separate email a little later.
  • The email goes to the email address that the support team has for your request. If the team has no email address for you, you do not get it.

Rate your support

  1. In the email, select the button or link to rate your experience. The rating page opens in your browser. You do not need to sign in.
  2. Read the question at the top of the page. Your organization can replace the default question with its own.
  3. Select a rating. Depending on your organization, the page shows five stars, five faces from very dissatisfied to very satisfied, a thumbs up and a thumbs down, or the numbers 0 to 10. You can also move between the ratings with the arrow keys. You can change your choice until you submit. If the comment box changes after you change your rating, type your comment again: only the text in the box that you see is sent.
  4. Optional: type a comment in the box under the ratings. If you choose a low rating, the page may replace this box with a question that asks what could be done better.
  5. Select Submit rating.

Result: the page shows Thanks for your feedback!. You can close the page. Your rating and your comment go to your organization's support team.

The rating page is in the language your organization has on file for you, or else in your browser's language. The questions that your organization wrote itself are in that language if your organization translated them.

One rating per request

You can rate each request once. After you submit, the link shows Thanks for your feedback! again, and you cannot change your rating. If you want to add something, answer the support team in the usual way.

If something goes wrong

  • The page says This rating link has expired. The link works only for a limited time, which your organization sets. You can no longer rate this request.
  • The page shows Rating unavailable and says that the link could not be found. The link is incomplete or no longer exists. Check that you opened the whole link from the email. If you copied it, copy all of it.
  • The page shows Rating unavailable and says that it could not reach the server or could not load the page. Check your internet connection, then open the link again later.
  • After you select Submit rating, the page says that it could not reach the server, or that something went wrong. Check your internet connection, then try again.
  • You did not get a rating email. Your organization may not ask for ratings, or the support team has no email address for you. Check your spam folder.

Still stuck? Submit a request or .