Our customers rate the tickets and sometimes they rate them as bad. However, sometimes we have a solution and the customer would like to change the rating. How can they do that?
End-users are able to change the satisfaction ratings they have applied to a ticket. An automated way of having them do this is by creating a macro where the following placeholder is included:
To create a macro for tickets
- Click the Admin icon () in the sidebar, then navigate to Manage > Macros.
- Click the Add macro button.
- Enter the macro name, and add actions for your macro as described in the article: Building macro action statements.
- Click Create.
This will render a link for the customer to change the rating of the ticket.
For more information, see the articles: Using customer satisfaction ratings (Professional and Enterprise) and Changing bad satisfaction ratings to good.