Review Satisfaction Results in QCST Reports
This article explains response count, average rating, distribution, and how filters affect the displayed satisfaction data.
Where this fits in QC Support Ticket
Reporting is plan-aware. Core ticket totals remain available on all plans; Pro adds report filters, CSV export, and satisfaction features; Max adds advanced analytics and scheduled report delivery.
Primary location: Joomla Administrator → Components → QC Support Ticket → Tickets.
Before you begin
- Confirm the site currently has Pro / Max / All Access effective access before expecting the controls described here. A preserved configuration may still exist after downgrade even when the feature is locked.
What the satisfaction report means
| Metric | Interpretation |
|---|---|
| Responses | How many eligible ticket ratings are in the current report/filter scope. |
| Average rating | Mean of the current 1–5 ratings; always read it with response count. |
| Distribution | How many responses landed at each score, which shows whether the average hides polarized results. |
Date/Department/Category filters change the satisfaction population. A small response count should not be presented as if it represents every customer interaction.
Do not read the average alone
The report’s average rating must be read together with response count and score distribution. Five perfect responses and one hundred mixed responses can produce similar-looking averages while representing very different evidence. Date, Department and Category filters also change the population.
Useful review pattern
- Start with response count for the period.
- Review average rating and the 1–5 distribution.
- Narrow by Department/Category only when the remaining response count is large enough to be meaningful operationally.
- Open the underlying tickets when investigating a pattern; do not infer the cause from a score alone.
Verify the result
- Report totals/filters match a small known set of test tickets in the selected date and Department scope.
If it does not work as expected
- If totals appear wrong, confirm the date/time-zone range and Department/Category filter before assuming stored ticket data is wrong.
Community Discussion
For practical QC Support Ticket workflows and discussion with other Joomla site owners, visit the QC Support Ticket Community. For private support, bug reports, account-specific issues, or feature requests, use the QuantaCade support system.