Question
The ticket requester hasn't responded to the satisfaction survey. However, a rating is posted on the ticket. How did this happen?
Answer
The survey is designed to collect only the ticket requester's satisfaction rating, but the user doesn't have to be logged in to rate their tickets. The survey is sent to the requester's email, and from there the user can click one of the options (bad or good). Each option is a temporary URL which prompts to the survey page. For more information, see Using customer satisfaction ratings.
To enable this functionality, the system embeds a unique token into the temporary URLs which connects the submitted rating with the corresponding ticket. Here what the token looks like:
Because the survey URLs are shared just with the ticket requesters, only they have access to the rating submission page. However, if the requester forwards the satisfaction survey email or shares the URL with someone else, this action will entitle the person to modify the rating on behalf of the requester. This means that any user who has the survey URL forwarded to them can then submit the rating.
2 Comments
This week two tickets were assessed as unsatisfied, both submitters told me they didn't do it. How can I prevent satisfaction rating by non-submitters?
Hi E,
You'll want to take a look at the following article: Why am I receiving unexpected bad satisfaction ratings?
It sounds like some of your users have a anti-spam checker that is checking all the links in the email sent to them. Since customer satisfaction (CSAT) ratings store the last rating link clicked, a script that clicks every link will register as a bad satisfaction response. What you'll want to do is edit your Satisfaction Survey automation and replace the satisfaction.rating_section placeholder with satisfaction.rating_url. The article I linked above will go into this a bit more for you.
Let me know if you have any other questions!
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