Bad CSAT - Mandatory.
Is it possible to set the comment section and the drop-down menu section as mandatory when the end user selects the bad, I'm unsatisfied.
It's helping us because most of the clients are asking for it to be mandatory.
As it turns out, it's not possible to make a mandatory field for this, it is not a native feature. However, you could work with satisfaction reasons. This feature will allow the end user to select between one of the standard options or you can also customize the options presented to the end user. For more information about this, please check the article: Working with satisfaction reasons.
If you feel that this is not sufficient, this post has already been tagged as a Feedback and has been brought to the attention of our Product Managers. User engagement also further drives the demand for feature requests.
We would like to also make the comment mandatory. The reason is because we are getting a huge increase of negative CSATs. Zendesk has said this is due to either virus scanner's in the end-users inbox or hyperlink expanders. With creating a comment mandatory, we are able to reduce how many false Bad CSATs we get (yes we are aware of changing out the placeholder but that would impact our responses way too much)
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