Can customers change their satisfaction rating?

Question 

Our customers rate the tickets and sometimes they rate them as bad. However, sometimes we have a solution and the customer would like to change the rating. How can they do that?

Answer 

End users are able to change the satisfaction ratings they have applied to a ticket. An automated way of having them do this is by creating a macro where the following placeholder is included:

{{satisfaction.rating_url}}

To create a macro for tickets

1. In Admin Center, open the Macros page.
2. Click the Add macro button.
3. Enter the macro name, and add actions for your macro as described in the article: Building macro action statements.
4. Click Create.

This will render a link for the customer to change the rating of the ticket.

For more information, see the articles: Using customer satisfaction ratings (Professional and Enterprise) and Changing bad satisfaction ratings to good.