I am an admin and have received reports via my agents that end-users CSAT surveys are pre-populated as Bad. I reached out for Help, and via that discussion found out that this is indeed an existing problem with a configuration like I have in place. I have a configuration which is inward facing, all of our agents and end-users are corporate employees. All email traffic ultimately comes in through our email services and are scanned for malware, malicious links, phishing attempts, etc.
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