Working with satisfaction reasons (Professional and Enterprise)

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15 Comments

  • Terry Knox
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    Satisfaction Reason is showing as a column option in our View builder, but when I select it, it doesn't work. Is this a known thing, or should we be raising a support ticket? 

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  • Jessie Schutz
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    Hey Terry! Can you specify what's going wrong? Are you not able to select it, or do you select it and when you save it doesn't show up in your view?

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  • Terry Knox
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    Hi Jessie, 

    It was the latter, but it seems to have resolved itself now. Am now able to select it as a column and group by it in Views. 

    Thanks anyway. 

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  • Jessie Schutz
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    Good! Let us know if you run into any more problems.

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  • Nienke
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    Hey!

    I just want to build the exact stacked graph showing in the article. Can someone screenshot the settings/metrics please, so I don't have to reinvent the wheel?

     

    Thanks!

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  • Nicole - Community Manager
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    Hey Nienke -

    I don't have access to the reporting that the documentation people mocked up to get that screen shot, but you could check out Creating reports and dashboards in Insights for some help. Hopefully one of the other community members has built this report before and can help you out! 

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  • Monica
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    I'd like to confirm if the standard reasons are automatically translated or if we need to recreate them as custom reasons with dynamic content.

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  • Brett - Community Manager
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    Hi Monica,

    The placeholder satisfaction.rating_section already detects the language of the requester so the reasons should also display based on the language that's set in their profile.

    Let us know if you run into any issues with your satisfaction reasons not displaying in the correct language and we can dig into that further :)

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  • Linda-SI
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    Hi , this is important. Can we make the reason as a must-do option ? I mean we want to get a reason for each bad tickets. Now there are over 50%  bad ratings are with no reason provided, that will affect our analysis a lot

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  • Brett - Community Manager
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    Hey Linda-Sl,

    Since this feature is not readily available, I would recommend creating a separate post in Support Product Feedback forum to provide visibility to the appropriate Product Managers. 

    This also helps to gauge interest from other users in need of similar functionality.

    In the meantime, what you could do is create a Trigger that sends an email response to the requester any time a ticket is updated with a Bad Satisfaction.

    Let me know if you need assistance setting up this Trigger.

    Cheers!

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  • Thomas Joussot
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    Hi there,

    Is there any placeholder (something like satisfaction.reason) that can help us gathering the survey reason in a ticket comment?

    I'm currently using a macro to add an internal comment when a ticket has a bad rating. I can grab the satisfaction result and the comments, but not the reason.

    Any trick to share? Thanks!

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  • Brett - Community Manager
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    Hey Thomas,

    There's no satisfaction reason placeholder at this time, however, I was able t track down the following feedback request that you can upvote and provide you use-case for: Need a placeholder for satisfaction reason

    I'll be sure to pass your feedback along to the appropriate team as well :)

    Cheers!

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  • Thomas Joussot
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    Hi Brett,

    Thanks for the confirmation and for pointing me to this feedback request that I've just +1'ed.

    Fingers crossed! ;-)

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  • Florian Wörner
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    Is there are way to delete reasons that are not in use?

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  • Brett - Community Manager
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    Hey Florian,

    When navigating to Admin>Settings>Customers>Satisfaction you should be able to drag and drop the reason to the Reasons not in use column so it's no longer being used.

    Let me know if this isn't what you're looking for as I'm happy to assist further.

    Cheers!

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