Changing bad satisfaction ratings to good

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  • Marci Abraham

    Very helpful article! I have one question. I want to put the {{satisfaction.positive_rating_url}} directly into a ticket reply, to offer the user the opportunity to change his rating.

    But in a test message I sent to a fake user (not an agent), when I clicked the link, it required a login. Is this expected? Or is it perhaps due to our SSO?

    Our users don't normally have to login to rate a ticket from the {{satisfaction.positive_rating_url}}  which we use in our satisfaction automation.

    And I really don't want to bother a negative user with having to create a login to give us a positive rating! I think it really decreases the chance of getting the desired result if we have roadblocks.

    Would the behavior be different if I used one of the options above?

  • Molly VS

    Hey Marci!

    So either {{satisfaction.positive_rating_url}} or {{satisfaction.rating_section}} should work for a follow up to a bad rating. It would need to follow a ticket where the satisfaction has already been offered though.

    If you used those placeholders in a new ticket or one where the satisfaction hadn't been offered yet, it would prompt the user to login to view their request. 

    Hope that helps!


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