About Satisfaction Prediction Scores

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35 Comments

  • Elissa
    Zendesk Community Team

    Hello Sarah Ichord

    Welcome to the community! Thank you for joining!

    Pretty much every time you press the "Submit as..." button that counts as an action, whether you just changed one tiny thing in a ticket field or submitted a whole written out response. Actions can also be taken by Triggers or Automations, or integrations. You can see details by looking at your ticket's Events view.

    I hope that helps!

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  • Elissa
    Zendesk Community Team

    Hello again,

     

    I just wanted to add an update here. I spoke to our product team and learned that while every update should recalculate the score, often updates are dropped due to resource constraints on the system. So you may not see an update every single time.

    I hope that sheds a bit more light on the whole system!

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  • Sarah Ichord

    Elissa - so satisfaction prediction scores are going away?

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  • Mark Leci

    This is a great feature! We are using Explore, is there any reporting available for this? I haven't been able to find any metrics or fields so far for it. 

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  • Madison Davis
    Zendesk Community Team

    Hey Sarah! I edited Elissa's comment and removed one of the follow ups - there are no concrete plans to remove Satisfaction Prediction Scores at this time and I think we had some informational wires crossed on our end. I'm sorry for the confusion!

     

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