Explore recipe: Determine ticket assignee when satisfaction rating is given

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3 Comments

  • Alisha Strawbridge

    Thanks for this report recipe Jessica. Very helpful!

    I might be wrong but I think the instructions for the recipe say to add ticket satisfaction rating in rows but in your end state report it states to use Changes - new value instead.

    For me - I'm trying to see who is the assignee for each satisfaction rating update so am using Changes - new value field in the row.
    Not sure if this was a typo and needing fixing etc :)


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  • Oscar Maynard

    If a ticket is rated, and then the assignee changes after this (e.g. if escalated to a manager due to bad CSAT), will the satisfaction rating then be attributed to the other person? 

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  • Chris Bulin
    Community Moderator

    Hi Oscar

    You are correct, if a ticket has a CSAT and then is re-assigned to another user, that CSAT will follow the ticket. We noticed this happening when we had agents out of the office, so we are very careful to re-assign to the person it should be credited to.

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