Satisfaction rating submitted by non-requesters

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2 Comments

  • Brett - Community Manager

    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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  • E Mauritz

    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?

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