Can agents submit satisfaction ratings on tickets? Follow

Question

Is it possible for an agent within an account to submit a satisfaction rating for a ticket? What if the agent is the requester on a ticket?

Answer

No, it is not possible for an agent to submit a satisfaction rating for a ticket, even if they are the requester. This is to limit the potential possibility of agents artificially increasing satisfaction scores within an account, either for themselves or the help desk overall. 

If your agents are regularly requesters and you would like to have them rate these tickets, please consider having them submit requests through an end-user account, i.e. a personal email not associated to their agent email. 

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Comments

  • 0

    Is it possible to turn off notifications of user satisfaction ratings for agents? I've seen in the triggers portion on how to setup a specific rule to which is:"requester" is not "Assignee" Which I assume means that if the requester closes their own ticket, they would not receive the notification.

    It isn't clear if that is for all agents or only requesters that are the closing agents. I see that you can make the logic state specific agents however adding each agent into the rule doesn't easily scale. 

    Is there a way to set the rules so that all agents do not receive the notification without having to include agent into the rule logic?

     

    Edited by Michael Ripke
  • 0

    Hey Michael!

    This article is to clarify that if an Agent is a ticket requester that even if they receive the the email requesting them to rate their satisfaction that they will not be able to leave that feedback.  The method of preventing this type of email from going to your agents at all is by adding the Requester: Role Is Not (agent) condition to your CSAT automation.

    By default there is not any sort of Trigger that would send these types of updates to your agents when a customer leaves their satisfaction response so I have a feeling you may have created one to accomplish this.  However, without digging into the specifics of your account I cannot say for certain.  As such I'm going to pull you into a ticket so I can gather some additional information regarding your account and address this based on the specifics of your configuration.

    I look forward to speaking to you there!

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