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 can update the satisfaction ratings they gave to a ticket. You can automate this by creating a macro with the placeholder {{satisfaction.survey_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.

Note: If your account uses the Legacy CSAT, you should include the placeholder {{satisfaction.rating_url}}.

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