Forums/Community/Community questions & answers


multiple feedback

Joy Gamotin
asked this on August 17, 2012 09:53


I am wondering why your system sends another request for satisfaction rating.

Here is what happened...Refer to ticket  28368, the ticket was closed and a survey was sent. Feedback is bad. The customer reopened the ticket then it was closed again. A new survey was again sent and customer made another feedback which was Good.  However, what Zendesk shows right now is just the Good Feedback....

Here is how we set the automation: 

Under  Meet all of the following conditions:

Status : less than : Closed

Hours since Solved is 24 

Ticket Satisfaction is Unoffered






User photo
Joy Carletti

Hi Joy,

Because answering this will require someone looking into your system set-up and the ticket in question, I'm going to convert this into a ticket, if that's okay.  Someone from our support team will be getting back to you. 

August 17, 2012 10:20
User photo
Anna Tsoy
Check Answer

Hi Joy- I wanted to leave a note here as well. Looking over the ticket you provided, the Automation did not fire twice, instead the customer had changed the rating from the portal. For satisfaction statistics, the important feedback is the eventual experience of the customer, meaning the most recent rating they leave will be the new rating of the ticket, which in this case was 'Good'. If I can provide additional details on this particular instance, please feel free to respond to the ticket you have with our Support team. 

August 17, 2012 13:52