Customer Success settings

Choose which alerts the Customer Success Center monitors, the default silence length, the defaults for new Customer Success tickets and the CSAT options, and find where alert thresholds live.

Written By Chris Scaminaci

Last updated About 2 hours ago

The Settings view of the Customer Success Center decides which alerts QuantumOps raises, how long a silence lasts, how a new Customer Success ticket starts and how CSAT surveys behave. The screen is headed Customer Success Settings.

Before you start: the settings apply to everyone in your organisation, and only an Administrator can change them. Service Desk Manager, Dispatcher and Customer Success users can open the Center and the Settings view, but they see it read-only: a note says Read-only. Only an administrator can change the Customer Success settings., every field is disabled and there is no Save Settings button. The Customer Success module must be on. The lists of ticket types, teams and agents come from HaloPSA, so the HaloPSA connection must work. See Your HaloPSA connection.

Change the settings

Select Settings in the Center. QuantumOps loads the ticket types, teams and agents from HaloPSA first.
Change what you need.
Select Save Settings. To leave without saving, select Cancel or the close button. (Without the Administrator role the button reads Close instead of Cancel, and there is nothing to save.)

After you save, you return to Home. If you changed an alert type or the monitored ticket types, the feed reloads.

Choose which alerts to monitor

Under Alert Monitoring, three switches decide which alerts QuantumOps raises and shows. All three are on by default.

Setting	What it does
Monitor Sentiment Alerts	Creates alerts for negative sentiment.
Monitor Tonality Alerts	Creates alerts for concerning communication tone.
Monitor Stale Tickets	Creates alerts for tickets with extended inactivity.

When you switch a type off, its button in the Type filter is greyed out and its alerts leave the feed and the indicators. QuantumOps stops raising new alerts of that type.

Auto-Clear Resolved Stale Alerts dismisses a stale alert for you when its ticket closes or when its ticket type is excluded from stale analysis. It is on by default. The alert shows as auto-dismissed in the Dismissed view.

The thresholds that decide when an alert is raised are not here:

Sentiment and tonality thresholds, sensitivity, exclusions and per-client calibration are in Q-Director Settings (Q-Director Config in the sidebar), on the Classification tab. See Q-Director: sentiment and categorisation.
Stale ticket rules are in Q-Director Settings, on the AI Processing tab. See Stale ticket detection and Q-Director: AI Processing.

The sentiment and tonality pointer on this screen is a link for people with the Administrator or Q-Director Configuration role; everyone else sees plain text and is asked to contact an administrator. The stale ticket rules are linked from Stale Insights, under Key Metrics.

Alerts also post to the Slack or Teams webhook set up in Q-Director Settings, on the Messaging tab. See Q-Director: Slack, Teams and agent mapping. A chat card with Customer Success buttons needs a Q-Notice auto rule on the Sentiment / tonality alert raised event. People with the Administrator or Q-Notice Admin role get a link to the rules here. See Acting on alerts from Slack and Teams and Q-Notice auto-rules.

Set the default silence length

Default Silence Duration (hours) takes a number from 1 to 168. The default is 4. It is preselected in the Silence Alert dialog, Silence All uses it, and the Silence button on a chat card uses it. See Working the alert feed.

Read the alert feedback counts

A note under Alert Monitoring counts the feedback people gave on alert cards: how many Exclude similar requests were recorded, how many of them nobody has reviewed, and how many ratings said an alert was helpful or not helpful. QuantumOps keeps the requests for review and does not act on them. To stop analysing a client or a ticket type, an administrator adds it as an exclusion in Q-Director Settings, on the Classification tab. See Q-Director: sentiment and categorisation.

Set the defaults for new Customer Success tickets

Under CS Ticket Defaults:

Setting	What it does
Default CS Ticket Type	The HaloPSA ticket type of every Customer Success ticket you create from an alert or a chat card.
Default CS Team	The team that owns those tickets.
Default CS Agent	The agent who owns a ticket when you do not choose one. With none set (Auto-assign...), you choose an agent each time.
Monitored CS Ticket Types	The HaloPSA ticket types QuantumOps watches. Open tickets of these types appear in Active CS Items as External until you start tracking them. QuantumOps lists the 100 newest open tickets of these types.

A Customer Success ticket needs an agent to own it. When neither you nor the Default CS Agent supplies one, QuantumOps does not create the ticket. See Customer Success tickets and pending CSATs.

Set the CSAT options

Under CSAT Configuration:

Setting	What it does
CSAT Scale Type	Chooses 1-5 Scale or 1-10 Scale for the CSAT Score indicator. Answers given on the other scale are converted to it. The Dashboard and the star filters in CSAT Administration read a 1 to 10 answer as it is. This setting does not choose the scale of a survey. You choose that in the Send Targeted CSAT Survey dialog each time.
CSAT Expiration (days)	From 1 to 30, the default is 7. It applies when your organisation has no survey settings saved yet. Otherwise a survey stays open for the number of days in the survey settings. A pending survey that nobody answers expires on its own, and Resend or Restore starts the time again. See Survey settings, tags and the survey page.
Post CSAT as Private Action	Saved with the other CSAT options. A survey sent from the Center is posted to the HaloPSA ticket as an action that e-mails the customer. See Working the alert feed.

How a survey reaches the customer is described in Working the alert feed.

Customer Success Center: the screen these settings belong to.
Q-Director: sentiment and categorisation: thresholds, sensitivity and exclusions.
Q-Notice auto-rules: the rule that gives a chat card its buttons.
Survey settings, tags and the survey page: survey expiry and appearance.

Was this helpful?

Still need help? Ask the team