My customer updated their satisfaction rating, however I still see the previous rating displayed under Reporting ( ) > Satisfaction tab. Why does it still show the old rating?
Customers can update how they rated a ticket as long as the link is valid. Under the Feedback section of the Satisfaction tab within Reporting ( ), the list of ratings will display both ratings (good and bad). In this case, Zendesk only takes the latest rating into account for the satisfaction score.
In the below screenshot, two bad ratings and one good rating were applied to the same ticket. The most recent rating (which was good) has been used to calculate the customer satisfaction score.
This information can be used in reporting to create a report in Insights on Reporting on customer satisfaction by agent.