Feedback ratings not carried over to Zendesk reporting
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.
-
Hey Travis!
It looks like you're working with one of our Zopim Product Champions on this issue! Thanks for letting us know about what you're having trouble with so we can work on getting it straightened out.
-
I'm also curious how this turns out.
We're seeing the same issue with satisfaction ratings and satisfaction comments not being sent to the Zendesk ticket.
-
Hi Mike!
Which ratings are you having trouble with? The standard Zendesk ticket ratings, or Zopim ratings?
-
Hi.
When a customer rates the chat in Zopim and leaves any comments with the rating, is there an easy way to get them to be automatically added as the Zendesk ticket satisfaction rating?
-
I haven't seen any changes that address this behavior. Another note: We occasionally have users click the thumbs down by mistake and leave positive remarks (see attached). This is a sore spot for my agents who see these types of ratings hit their service stats. I'd really like an option to override these mistakes so they don't show in our reporting.
-
Hi there folks -
I have to add in here that we are losing lots of customer satisfaction data that our agents work hard to get. Is there any solution on the horizon to integrate zopim satisfaction stats with our zendesk satisfaction stats? This is pretty critical for us.
Thanks,
Dave
-
Hi there Dtenenbaum and Mike!
I am looking into whether a feature currently in beta (ticket creation at the start of chats, rather than the end) would accomplish what you're looking for - getting those satisfaction ratings into Zendesk, even when the response comes after the chat has been closed. I will update this thread as soon as I find out more.Feel free to look at https://docs.google.com/a/zendesk.com/forms/d/1F9m27zNUChE011Fdsojth_It9vPeBfMGvOwcWOnCAnU/viewform?fbzx=2258302207941268955 if you'd like to participate in that beta to try it out for yourself.
-
Hi Travis,
If users have mistakenly clicked a thumbs down when they mean to click the thumbs up, you could reply to them using the following placeholder:{{satisfaction.positive_rating_url}} in an email, which would give them the chance to correct that. To keep everything on the level, there isn't a way to manually override a customer satisfaction (changing a rating from bad to good).
-
Hi Dwight,
This happens enough that I really feel it's a design flaw. Here's a screenshot from the history of a real chat. You can see that the agent wraps of the chat and receives a positive rating from the user and immediately after the chate ends changes the rating.
What I believe is happening is that the user is going to minimize the chat window but is mistakenly clicking the thumbs down which is directly beneeth the icon to minimize.
-
Hi Travis,
Excellent design feedback. I will pass that along to our Zopim developers! Thanks!
-
Adding myself to this thread for updates! Currently the chat satisfaction data is not transferring to the created ticket in zendesk, which is an important performance metric for our agents.
Anyone know if a trigger workaround is possible? I'm thinking the answer is "emphatically not" but perhaps there's some lovely hacker out there who has found a loophole!
-
Hi Jeremy,
I'm not aware of a trigger workaround, but perhaps one of our other users has devised such a workaround.For all folks interested in this issue,
Chat satisfaction data should work more consistently when tickets are created at the start of chats. Currently this feature is in beta (you can sign up here. There may be a bit of a wait as it's one of our more popular betas).
-
Thanks, Dwight! This is fantastic. I've signed up and am looking forward to it.
Bitte melden Sie sich an, um einen Kommentar zu hinterlassen.
13 Kommentare