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Multiple CSAT surveys in the same ticket

Related products:Support
  • October 8, 2023
  • 5 replies
  • 25 views
Abdelhameed

If I had multiple agents worked on the same ticket and this ticket had CSAT survey as Good so this rate will be reflected on the last assigned agent and in fact it may had good csat because of the 1st agent and because it has to be changed or escalated the rate reflected on the last on. 

The thing is If I want to make some rewarding system for my agents to stay better in supporting customers and to know who did better job from the agents can I offer requester CSAT multiple times for example when ticket is escalated or can I do any workaround regarding this rewarding system .

I think this feature need to be there regardless of the rewarding system .

 

    5 replies

    Amie11
    • Amie11
    • Newcomer
    • October 9, 2023

    Hey there, 

    Whilst you can't re-send the CSAT survey. Your agent can use placeholders to resend the survey link to a customer on an active ticket.

    If the agent sends the link... it then gives the end-user a chance to re-rate the CSAT on the ticket. 

    You could also look at building the a custom report in explore which will report on the assignee of the ticket at the time the CSAT was applied, so you can truly see who's getting the rating etc and provide some rewards from there. Here's a recipe on how to build that report: 

    https://support.zendesk.com/hc/en-us/articles/4408843401370-Explore-Recipe-Determine-ticket-assignee-when-satisfaction-rating-is-given

    I hope this helps. :)

    Amie Brennan
    Abdelhameed
    • Abdelhameed
    • Author
    • October 10, 2023

    Hello , I think this is really good idea but the placeholder is not working as a link instead it acts as plain text . 

     

    Amie11
    • Amie11
    • Newcomer
    • October 10, 2023

    Heya, 

    Did you make sure to put the curly brackets on the outside of the placeholder? #justchecking :)

    {{example}}

    Amie Brennan
    Abdelhameed
    • Abdelhameed
    • Author
    • October 15, 2023

    Ok I was able to use it inside a Macro but the thing is the link has access denied until the ticket is solved ! 

    Is there any way to rate tickets based at certain moments to determine the satisfaction of the customer at a given moment 

     

    G
    • Gabriel32Employee
    • Employee
    • October 17, 2023
    Hi there,
     
    Yes, a ticket would have had to be set to Solved at least once before your customer could rate a ticket. I'm afraid it is not possible to rate tickets based on certain moments. However, if your Zendesk account supports custom Explore report queries, you can check out these Explore recipes that I found externally:

    https://opservator.com/zendesk/reporting-csat-assignee

    I hope that helps!
     
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