Rise is HappyFox Helpdesk's built-in quality assurance feature. It lets your team rate how agents handle tickets, using scorecards, without leaving the ticket itself.
Note: Rise doesn't show up for anyone automatically — including the Account Administrator. Each permission (Manage Scorecard, View Reports) needs to be turned on from the Permissions page before that part of Rise becomes visible. See Setting Up Scorecards and Access for details.
There are three people who'll typically interact with Rise, each seeing a different side of it:
- Reviewers — they look at how a ticket was handled and rate it against a set of criteria (called a scorecard).
- Agents — see the reviews left on tickets where they have responded or added a private note.
- Admins (or anyone with the right permission) — set up scorecards and decide who can review.
How scorecards get triggered
- A review only appears on a ticket once an agent has sent an agent reply or added a private note.
- Eligibility is based on who replied, not who the ticket is assigned to, so if more than one agent has replied, each one gets their own independent review.
Things to know
- Not all criteria on a scorecard are mandatory — the score is derived only from whatever criteria are actually rated
- A ticket can have more than one scorecard
- Each scorecard has its own score
- Once a scorecard is submitted, it cannot be edited
Two kinds of written feedback can travel alongside a score:
- Notes — private, visible only to the reviewer. The agent or other reviewers never sees this.
- Scorecard Comment — optional, tied to a specific scorecard. Unlike Notes, this one is shown to the agent once published.
Where to go next, depending on who you are:
- Setting up scorecards or reviewer access → Setting Up Scorecards and Access
- Reviewing a ticket → Reviewing and Publishing Reviews
- Checking a review left on your ticket → Viewing Your Reviews
- Tracking team quality trends → Reports and CSV Export