I know that you can now view the comments left by a customer on the CSAT survey by clicking on Events within each ticket.
I liked that was shown in the past along with the rating without having to take additional actions. From an agent perspective their time should be spent working new tickets. Since there is no indication that there is a comment left, they click on each ticket to see if there is a comment left. If you cannot keep the comments shown at the ticket level, it would be nice if there was some sort of identifier that a comment was left. Then the agents only click on Events to see comments on ones that received a comment instead on every ticket that was rated.
To me, is an efficiency issue as well as an end user satisfaction issue. Where this important feedback is housed and communicated back to the agents (who the feedback is about) seems to have taken a step backwards with the new view changes.
Feedback submitted
Viewing CSAT comments left by customer
- Product Manager
Hi Chris! 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!
We solved this by making a “recently rated tickets” view, not ideal but it's working.
Would be nice if a little CSAT icon was added if it had been scored and a little speach buble next to it if it has a comment.
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