This feature allows you to assign a sentiment (positive, neutral, negative) to tickets by selecting them in the inbox or automatically via Smart Rule. You can find the evaluation in our Analytics section.
To add a sentiment to a ticket, simply click on one of the three smileys.
Smart Sentiments
If the "Smart Sentiments" feature is active for your Hub account, the most likely sentiment will be selected automatically. However, you can of course change it at any time. If the AI is not sure or does not get a result, we set the sentiment to neutral.