Survey for Messaging | The place for Zendesk users to come together and share
Skip to main content
Abbey11
Abbey11
March 20, 2025
Feedback submitted

Survey for Messaging

Related products:Support
  • March 20, 2025
  • 1 reply
  • 25 views

Our satisfaction rating since switching from live chat to the new messaging feature has significantly decreased. The number of good rated tickets has been cut by more than 50% consistently since this new feature was rolled out. Our team relied heavily on obtaining feedback from users by manually sending the rating request towards the end of each conversation. The way the messaging and survey is set up now, does not allow us to manually send a rating request. Only once the ticket has been marked as solved will the user be able to rate their interaction with our support team. We would like to have the option to manually send the rating request while actively speaking with the user in addition to it still being sent via email once the ticket has then been marked as solved. 

    1 reply

    Shawna James
    Shawna JamesCommunity Manager
    Community Manager
    March 21, 2025
    Hey Abbey,
     
    Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
    Terms & ConditionsAccessibility statement