Gwenaelle Bos

Hi, to share our own experience with this issue - we have always known that some anti-virus software could click on links, and it has always represented a very small amount of our Bad ratings.
A few weeks ago, our company has migrated Zendesk instance - we moved from one contract to another one. Since that day, we are witnessing a HUGE increase in the number of Bad ratings we receive (+250% to be exact). We have reached out to customers who confirmed they have never clicked the link on purpose. How would you explain that from one month to another one, all our clients (from different companies and different countries) would start using anti-virus software at the same time? We now receive dozens of fake Bad ratings and this behaviour is clearly impacting our customer service. We hope this issue will be addressed!