Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)
I would like for tickets to be assigned CSAT ratings regardless of what state they're in (perhaps excluding “Closed”). We are currently losing CSAT feedback provided after an agent engages in chats, because post-chat rather than sign off we continue the investigation. Our customers regularly provide CSAT feedback at this transition stage while awaiting the final outcome of their ticket, and we're losing those scores.
What problem do you see this solving? (1-2 sentences)
Our response rates for CSAT were in the 30%+ range on the old chat system. With the new chat system and our AI bot, Zendesk no longer accepts the score unless the case is in Solved state, which has massively dropped our feedback response rates.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
This problem occurs on a daily basis, after every chat. When we migrated from Chat to Messaging, our AI team (Ada) informed us the new Message system breaks how CSATs work, and while they had a work-around it only works on tickets in Solved state. Given that our usual work flow is to start a chat with a customer, and either solve the issue there, where they sign off (and the CSAT can't be submitted because we haven't moved the ticket to Solved state yet) or we confirm we'll continue the investigation and convert the ticket to webform, in which case it's still an open case and once again their CSAT for the chat session is not registered. This has hugely impacted our CSAT scores as well as our response rates.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
There is no viable work-around that we've been able to identify. We can create a trigger to Solve the case on End Session IF our agent ends the chat prior to the customer logging off, however they would then have to wait some unknown amount of time to see if the customer is going to apply CSAT before re-opening it to continue the investigation. This would also risk them ending the chat prematurely and upsetting the customer, especially in a case where the investigation is ongoing.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
Ideally we should be able to apply CSAT to any case whenever we receive it. As Zendesk requires customers to choose when to send out the CSAT requests it seems strange that we'd be limited to the ticket being in a specific state for the score to count.
