Working with satisfaction reasons (Professional and Enterprise)

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10 Comments

  • Terry Knox

    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

    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

    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

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

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  • Nienke

    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

    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

    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

    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

    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

    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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