Want a quick snapshot of how your cases are performing? The Average Case Ratings widget is your go-to tool for seeing customer feedback at a glance, whether for a single user or your whole team.

Username

Team

It shows:

✅ Lowest case rating for a chosen period
✅ Highest case rating for a chosen period
✅ Average of all case ratings

You can filter the data in multiple ways, giving you the insights that matter most.

🌟 Quick Tips

Use grouping and filters together for deeper insights, e.g., high-priority cases by team.
Combine Initial Span + Initial Offset to see rolling periods without waiting for calendar months to end.
Keep an eye on the lowest ratings - they highlight areas where processes could be improved.

⚙️ Widget Settings

If you have the right role, you can customise this widget by clicking the cog icon.

Here’s what you can tweak:

1. Title

Rename widget duplicates to make them meaningful, e.g., “…by user” or “…this month.”
Note: This change will change the Title for all users.

2. Display Items

Set the maximum number of lines shown.
Ensure it’s high enough so you don’t miss any data; otherwise, totals may appear incomplete.

3. Timespan Type

Choose from day, week, month, quarter, or year.
These always refer to calendar periods.

4. Initial Offset

Shift the period forward or backwards.
Example: show 2 months behind, or 3 weeks ahead.
The unit of time matches the Timespan Type.
This value determines the beginning of the chosen timespan.

5. Initial Span

Decide how long the period should be, based on your Timespan Type.
Examples: 10 days, 2 weeks, 3 months.
Combine this with Initial Offset for rolling periods:
- Span of 3 months + offset of -3 months → last 3 calendar months
- Span of 14 days + offset of 14 days → last 14 days, ignoring calendar weeks
- Span of 2 weeks + offset of 2 weeks → last 2 calendar weeks

6. Group Type

Choose how results are grouped: Username or Team.
This affects only the display; filters can still be applied independently.

7. Date Filter

Decide whether to filter by case creation date or case close date.

🔍 Filtering Options

You can narrow down the data in several ways:

Users - pick specific users
Teams - pick specific teams
Include/Exclude Internal - based on case category
Case Categories & Sub-Categories - focus on the areas you care about
Priorities - high, medium, low, urgent
Request Types - filter by type of case
My View - set your default view

🧾 Tabular Columns

Your widget will show:

Avg Rating – average case rating
Gravatar – user image
Highest – top rating
Lowest – lowest rating
Name – username or team
Total Ratings – number of cases rated

The Average Case Ratings widget can be used to get a picture of customer case ratings on a user or team basis.

This widget will show the lowest case rating for a given period, the highest, and an average of all case ratings. These can be filtered in numerous ways.

Settings

There are a number of configuration options for this widget. Users with the required role can click the cog icon on the widget to change these settings.

Title - Widget duplicates can be renamed to reflect their configuration e.g. "..by user" or "...this month". Please note that this will change the name for all users.

Display Items - Maximum number of lines shown for this widget. Please make sure this is high enough to include everything you need, or you may miss data and see incomplete totals.

Timespan Type - Choose between day / week / month / quarter / year. Please note that these refer to calendar periods

Initial Offset - You can choose to apply an offset to the filtered period, e.g. show two months behind, 3 weeks ahead etc. The unit of time will match the timespan type. This value determines the beginning of the chosen timespan.

Initial Span - Choose the timespan to be reflected, based on the timespan type chosen - e.g. 10 days, 2 weeks etc. Again, please keep in mind that this refers to calendar periods. If you want to ignore calendar periods, please use days as your timespan type.

Use this in combination with Initial Offset to create a view of a rolling period. For example, a span of 3 months with an offset of -3 months will show you the last three calendar months.
A span of 14 days with an initial offset of 14 days will show you results for the last 14 days, ignoring calendar weeks.
Conversely, a span of 2 weeks with an initial offset of 2 weeks will show you results from the last two calendar weeks.

Group Type - Determines how results will be grouped. You can either use Username or Team. The selection will be used for display only. Filtering can be done by either user or team, regardless of how results are grouped.

Date Filter - You can choose to use either case creation or case close date for filtering purposes.