Satisfaction ratings are now included in the Ticket resource

Our very popular satisfaction ratings feature is used by many of our customers to gauge quality of service on a per-ticket basis.  Customers who want to be able to retrieve a satisfaction rating by ticket ID can now do so as part of retrieving the entire ticket resource.

GET /api/v2/tickets/123.json

{
"ticket": {
...
"satisfaction_rating": {
"score": "good",
"comment": "This is the best support...ever"
}
...
}
}

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Comments

  • Avatar
    Adam

    Thanks Steven!

  • Avatar
    Wenhua

    Is it possible to create satisfaction rating for a ticket through API v2?

  • Avatar
    Steven Yan

    Hi Wenhua, no, we only allow creation of satisfaction ratings through our product at this time.

  • Avatar
    Wenhua

    Ok. Are you going to add this feature in future release? Thanks.

  • Avatar
    Michael McAfoos

    I am retrieving the satisfaction rating by ticket ID as mentioned above. However, I'd like to also know whether or not satisfaction has been offered for a ticket based on a Ticket ID.

    Unfortunately, it seems that above score is only populated if the requester submitted a satisfaction, and displays null otherwise (regardless of whether or not satisfaction was offered).

    I know you can get the details of satisfaction being offered via the satisfaction_ratings api endpoint, but I really need this information on a per ticket basis.

    Any thoughts?

  • Avatar
    Sam Dresser

    @Michael

    I don't know if this helps or not, but I modified the automation to add a tag to the ticket after the satisfaction has been offered. Then I can see it per ticket based on whether or not it has the tag.