Sentiment Score

Happy Desk calculates sentiment scores based on issue summaries, descriptions, and comments generated by users of type 'customer'. This means that answers from support agents or issues created by Atlassian accounts that are not customers in a ServiceDesk project are omitted from calculations. This way we can guarantee that the sentiment score is based on customer happiness.

• Score definitions:
  • -1 to -0.6 = very negative
  • -0.6 to -0.2 = negative
  • -0.2 to 0.2 = neutral
  • 0.2 to 0.6 = positive
  • 0.6 to 1 = very positive

Please note that in many cases, Happy Desk may categorize tickets as 'neutral' (with a score between -0.2 to 0.2). This is because the app is designed to be conservative in its scoring, and will only assign a positive or negative sentiment if it is highly confident in its assessment.

Supported languages

• English
• Spanish
• Italian
• German

Limitations

It's important to note that the calculations can have some limitations. The app may not accurately capture sentiment in all cases, especially in cases where sarcasm or irony is used. Additionally, the app may not be able to accurately interpret sentiment in non-supported languages. Therefore, it's recommended that the app be used as a general guide for sentiment analysis, rather than as a definitive measure of sentiment.