I'm concerned that I am missing negative feedback on tickets. Is there a way to list tickets with negative feedback?
To see a list of tickets with negative feedback ratings you can set up a view to capture these tickets.
To build a negative comments view
- Click the Admin icon ( ) in the sidebar, then select Manage > Views.
- Select Add view from the top right corner of the page.
- Add the following conditions under Meet all of the following conditions:
- Ticket: Status > Greater than > New
- Add the following conditions under Meet any of the following conditions:
- Ticket: Satisfaction > Is > Bad
Ticket: Satisfaction > Is > Bad with comment
- Click Create view.
You can set up a similar view for positive feedback tickets. For more information, see Recipe for the customer-centric customer: Create meaningful views of your customers.