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?
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:
To create a macro for tickets
- In Admin Center, open the Macros page.
- Click the Add macro button.
- Enter the macro name, and add actions for your macro as described in the article: Building macro action statements.
- 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.
Does this work on closed tickets, or only tickets that can be re-opened?
We had a user accidentally choose the wrong option, then the ticket closed. I was going to send this over to them, but I can no longer open/change the ticket.
Closed tickets cannot be modified, unfortunately, so it's not possible to change the Satisfaction rating on a closed ticket. If needed, you can change the default time it takes for Solved tickets to moved to Closed status, by editing the default "Close ticket 4 days after status is set to solved" automation that handles that change: About the Support default automations
Hi Ricardo, this is a great tip how to follow-up with a customer in case of a bad rating. I'm running into an issue though. Which Macro action would I choose to include the placeholder? The comment/description action won't render the link in the public comment for the enduser.
Thanks in advance,
Hey there Jan-Willem!
Great question, and thanks for sharing that screenshot. It looks like your placeholder text might be using code span text formatting, which is where that grey box surrounding it will come from.
Any luck with typing out that placeholder manually like in this example below? The plain text version on top is what you and I will want, since the code span formatting in the bottom version will prevent the placeholder from displaying the actual satisfaction URL:
With that regular text version of the placeholder, that should do the trick when you submit your comment! Let us know if these placeholders give you any more trouble, and we can take a closer look from there.
Thanks Austin, that did the trick.
This is quite a Common Issue that I have seen about the way the current CSAT rating is implemented.
It is very easy for Customers to accidently or unknowingly even take on a CSAT Survey response and provide a Bad Rating with a Touch Screens (i.e. Mobile Phone or Tablets).
In those few times that I have followed up with Customers due to a Bad CSAT rating was due to the fact they did not even realize they had submitted any feedback at all (probably checking email or swiping their screen), then of course have resubmitted to Good Rating.
I agree it should be easy, but not so easy that customers hit the wrong button by accident.
Chris Hobbs 1000% agree. I have found the same when following up with our customers that select bad rating.
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