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Sentiment & staff experience

From 0.19.3. Two related readings, both aimed at staff: the tone of a ticket, and how the desk has been treating a staff member lately.

Ticket sentiment

Section titled “Ticket sentiment”

Read from the requester’s own messages on a ticket — the subject, the report and their public replies. Staff replies are never read.

Each reading carries:

  • a tone: calm, concerned, frustrated, angry or distressed;
  • an urgency: low, normal or high;
  • signals, such as chased, reopened, waiting a long time, or blocked from class;
  • one line saying why.

It runs inside the ticket brief that already loads when a ticket arrives and after each requester reply, so there is no extra call to wait for. The queue gets a Tone column and a Frustrated requesters filter, and Briefing lists frustrated requesters under what needs you.

With no AI

Section titled “With no AI”

A rules pass still gives a coarse level from facts the desk already has: chases, reopens, time waiting against the target, and the last satisfaction rating. Rules results are labelled Rules, never AI, so nobody mistakes one for the other.

Modes

Section titled “Modes”

Sentiment follows the same modes as every other AI feature, set in AI settings:

Mode What happens
Shadow The reading is recorded; nobody sees it
Suggest Shown on the ticket, and a one-step priority bump is proposed for accept, dismiss or undo
Auto Raises priority one step by itself, once per ticket, never to the top priority, and it can always be undone

A distressed reading, or a safeguarding word on a student’s ticket, flags the ticket to staff regardless of mode — that flag is never a suggestion.

The safeguarding flag

Section titled “The safeguarding flag”

A student’s ticket that uses a word from the school’s safeguarding list, or reads as distressed, is flagged to anyone who can read internal notes (ticket.internal), alongside the school’s configured safeguarding contact. The flag decides nothing on its own; a person follows the school’s process. Every flag is audited.

Staff experience

Section titled “Staff experience”

A nightly job builds a 90-day summary for each staff Person: their median wait for a first reply, reopen rate, chases per ticket, average satisfaction, and the share of their tickets that read as frustrated, against the previous 90 days. A 0–100 score is arithmetic on those facts. Where a score is low enough to be worth a conversation, the AI may add one sentence — written from the numbers alone, with no names and no ticket text sent.

It shows on the person page, in Briefing, and on the Experience report under Reports. It is a conversation starter for a manager, not a performance measure, and the product says so wherever it appears.

Who can see it

Section titled “Who can see it”
What Where Needs
Tone chip, filter and sort Ticket queue ticket.view
Tone, reason and correction Ticket page ticket.view to see it, ticket.update to correct it
Safeguarding flag Ticket page, Briefing ticket.internal
Frustrated requesters Briefing ticket.view
Staff experience card Person page, staff only report.view and client.view
Experience report Reports report.view and client.view

A requester never sees any of this. The portal, kiosk, parent portal and tracking page never select the sentiment fields.

Students and parents

Section titled “Students and parents”

No per-person emotional reading is ever computed or stored for a student or parent. Their tickets carry the same ticket-level tone as anyone’s, because a frustrated ticket needs answering whoever raised it — but nothing is kept about the person.

The Experience report shows student and parent experience only as school-level totals, such as the share of student tickets that read as frustrated. There are no per-person rows.

Retention and erasure

Section titled “Retention and erasure”
  • Ticket sentiment lives on the ticket, so it follows the ticket’s own retention window and goes when the ticket does.
  • The readings kept for audit follow the AI activity window in what we process.
  • Staff experience is recomputed every night; a row not refreshed for 7 days is deleted, which covers somebody who has left or changed role.
  • Erasing a person clears the sentiment on tickets they raised, deletes their staff experience row, and deletes the AI readings behind both.
  • A staff member’s subject-access export includes their staff experience row.

Turning it off

Section titled “Turning it off”

ticket.sentiment, in AI settings. Off stops the AI reading, the rules reading, and the staff summary sentence. The safeguarding word match keeps running regardless, the same as it does in the portal.

Section titled “Related”