Our support team has run into fairly regular scenarios where end users try to provide feedback and the feedback does not make it into our reporting.
Issue #1 -- Users will reply directly to feedback request emails with feedback. These comments never make their way in Zendesk reporting as feedback ratings.
Issue #2 -- In Zopim, when we request a feedback rating, users will leave a comment and not click thumbs up or thumbs down. The comments only show up in the Zopim history and their feedback is never carried over to the Zendesk ticket.
In some of these cases it seems like the user just didn't recognize the need to click the thumb. In others they mistakenly click twice and remove their feedback when they are adding a comment.
Issue #3 -- Also in Zopim. Users can leave feedback after an agent has left a chat. Their feedback is never carried over since the ticket has already been created. The workaround for this is to create a new ticket from the Zopim history. The Problem: the new case is not assigned to an agent and therefore they are not credited with the "good" or "bad" rating.
These issues can be demoralizing to our agents and are troublesome for me as a manager when reviewing feedback and reporting on our satisfaction percentage. I would like to see fixes to the UI and workarounds to correct these types of errors.
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