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.
24 Comments
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?
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!
Will this functionality be modified in the future?
Our Zendesk instance is internal, which means the ticket requester can have the access role of agent. This means we really struggle to get ticket feedback. If it would be possible for the requester to provide feedback no matter their role, this would help us to improve the experience our users have.
Hey Heather,
I do not believe our developers are planning on implementing this feature at this time for the reasons expressed in the article above. However, given that you have a fairly good use case I would encourage you to add this request to our Product Feedback page. Our developers check this page regularly for ideas of new features to implement and other customers can vote for your request if they would like to see it too!
I'm definitely with @heather cook on this one. This is valuable feedback mechanism that shouldn't be restricted to end-user role only. Something as simple as allowing Agents who are the requester to only give feedback if they are not the assignee (or even the same group as the assignee if that is Zendesk's concern) should be enough. People who are worried abuot "gaming the system" should be able to modify or remove the trigger or mechanism if they wish (or alternately add depending on what you consider to be the default)
Thanks for the feedback, Terence.
Darn! I'm sad to see such a short number of comments here. I want this badly.
I don't see the workaround of having a separate login email account for Agents to use as Users being feasible for us.
Fingers crossed this will be something we can flip on and off.
Thanks, Elizabeth
Can you remove the survey under "View Original Email" once the ticket is reopened? It is proven that agent can rate it. Contact me.
Hi Tulus,
You will be getting an email from Zendesk so they we can get some account specific information.
Thanks!
I'd like to throw my two cents in. I agree that agents shouldn't be able to rate tickets in their own group or ones to which they are assigned. But we have several departments using ZenDesk in their own groups, and since agents are prohibited from rating ANY ticket, we get no ratings from their groups whatsoever.
Is there a workaround for this type of scenario?
In such agreement on this!
I still cannot believe it's not something the Admin cannot enable/disable. I really hope this is achieved soon. It will be so nice to be able to acknowledge colleagues, who just happen to be fellow-agents, for their efforts!
Please make it happen for us, Zen peops!!! Have a great one!
Thanks for the feedback, all. I encourage you to share it in the Product Feedback topic, which Product Managers are subscribed to and receive notifications on.
Agents are End-Users too. Need Agents to be able to Rate Tickets on Another Brand (which we use for departments)...I also went to Product Feedback and added to that request also.
Thanks, Brad! The product feedback topics are the right spot for that.
Yes! I agree with you, Brad Bilotta. Agents are end-users, too. That, in and of itself, is enough to make this an option we administrators would LOVE to control. Thanks Zen peops. Love Zendesk!!!
This needs to be addressed again. I have added an idea to the product feedback.
https://support.zendesk.com/hc/en-us/community/posts/360004400467-Agents-need-the-ability-to-provide-satisfaction
Back for a third (I know, annoying) time to keep this request afloat! Please make this happen in 2019!!!
Thanks a ton!
E
Our use-case is that we also use Zendesk for internal teams projects.
@Nicole - Community Manager - might be a good idea to add a link to corresponding requests into that article, so people who find that article may see and vote for such a feature.
Our internal IT department use Zendesk to track tickets from anywhere in the business. Some parts of the business (such as projects teams or customer success managers/sales) need to be able to see tickets and provide notes to assist the client support team in getting it through to resolution, and therefore have Light Agent accounts. They will also need to (at some point) reach out to the IT department to have their personal technical issues resolved (computer, software, network, access requests, etc) and the IT department now have a CSAT KPI. I have now discovered that Light Agents cannot provide CSAT ratings because of this limitation. Please can you get this feature on the road map for 2019.
Hello. Just curious how Zendesk operates Zendesk internally? The whole thing is built for external end users only. We were sold on using it internally, but there are so many flaws, like this one. Agents not being able to see forms is probably the biggest one.
But seriously, how does Zendesk use their own product internally with so many issues for internal use?
Agree with you Chad. We use it solely for INTERNAL request and incident management.
Hey Chad, you raise a great question! At Zendesk we have separate Support instances for teams whose customers are employees (like IT or HR). Only those teams are agents in the account; other employees are end users. It is admittedly a byproduct of being to able to use our own tools without the boundary of cost.
Your feedback is very valuable, though, and I just want to encourage you and Elizabeth Cochran to please share it in the Product Feedback Forum (specifically, this post) as opposed to the comments on this article! Feedback shared in the appropriate forum can be more easily passed along to our Product teams. Thank you for sharing!
Hi Madison,
Unfortunately, that was not what I was told when we were evaluating Zendesk. We were told that multi-brand is what Zendesk was using internally for departments, that way employees could use a single search interface across all departments. I was even shown what the homepage looked like, and it had all the boxes for each department.
I believe you are now suggesting to me that we should have acquired a Zendesk instance for each department because at some point each employee of those respective departments will need to reach out to another department for an inquiry. Does this also defeat the purpose of having a single search across all the KB's in Guide for each instance? How do you share tickets across departments? It seems completely counter-intuitive.
Pretty frustrating when the two major needs are to show forms for agents and allow them to rate tickets when they are requestors. This is such a simple ask from a developer's POV, unless the technical debt and subsequent refactoring with such a change are massive.
I could create a new ticket for optimizing Zendesk using multi-brand for internal use that would address the above. Is that what you recommend?
Hey Chad,
Sorry for the confusion. There are indeed teams at Zendesk that use multibrand within their instances. For example, multiple HR teams (recruiting, payroll, benefits, etc.) might work in the same instance and use groups and brands to sort & filter their tickets. However, in those instances, the HR Team members would be agents and other employees would be end-users. For the most part, umbrella organizations operate out of their own instances and utilize Ticket Sharing if they need to share tickets between two instances.
It sounds like what you may be referring to is a company intranet webpage, where search across different Help Centers is federated and employees can find quick links to get help from a specific team, including Guide articles and ticket forms. The links lead to separate instances of Zendesk, though.
I certainly don't mean to make any recommendations about what's best for your company's needs without understanding your requirements; I simply wanted to address your question about how Zendesk handles internal teams' requests and collecting CSAT. I think determining whether to use one multi-brand instance or multiple accounts is best decided through a conversation, perhaps with your account representative at Zendesk. Please let me know if you'd like me to connect you with that person via a ticket!
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