Need a placeholder for satisfaction reason
Hello, I would like to request that you add a placeholder for the customer satisfaction bad rating reason. We use a trigger to notify all team leads when a bad rating is received. This notification includes information about the rating and ticket, and I would like to add the reason to this list:
Requester: {{ticket.requester.name}}
Assignee: {{ticket.assignee.name}}
Group: {{ticket.group.name}}
Ticket ID: {{ticket.id}}
Link: {{ticket.link}}
Satisfaction comment: "{{satisfaction.current_comment}}"
Thanks!
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+1
We need the reason placeholder for the exact same use case (a bad rating triggered email).
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We also need the reason placeholder for the exact same use case.
Thanks
Bye
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We have the same use case. It seems like just an oversight that -- when the functionality was added -- a placeholder wasn't also added to allow the inclusion of reason in a triggered Notification email.
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+1 for this
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+1 from me
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+1 here as well, please!
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Hi all,
to register your "+1" please use the voting buttons on the original post, and in the comments share details about your use case, or the scope and impact it would have on your workflows/business.
Thanks for your participation!
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Yes, please!
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Yes please! We need to inform our Agents about which reason the user chosed, not only the coment.
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Please consider adding this placeholder. We need it for the same reasons mentioned by everyone else. Thanks!
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+1 on this feature request.
This placeholder is absolutely required to notify team leaders here as well.
This is crucial for us to know why a ticket has been bad rated. Please consider adding this asap, thanks!
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+1 - We have the exact same use case as the original post.
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+1
We need it for the same reason outlined in the original post. Seems like an oversight, so here's hoping. Thanks! -
Interestingly, the Satisfaction Reason is available to use in triggers. So you could create a matching ticket dropdown field, and a series of triggers that populates your ticket field for each Satisfaction Reason. Then, use that ticket field placeholder in your notifications.
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Same use case as original post.
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Me too.
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same use case here
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This feedback is from 2016... Do you think Zendesk will ever add it?
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Same use case.
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