Can customers change their satisfaction rating?

Question

My customers rate tickets. Sometimes they give a bad score. After I solve the issue, the customer wants to change the score. How can they do that?

Answer

End users can change the satisfaction score for a ticket. Automate this with a macro that uses 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, then add actions as described in Building macro action statements
4. Click Create

This displays a link for the customer to change the satisfaction score for the ticket.

Note: If your account uses legacy customer satisfaction (CSAT), include the placeholder {{satisfaction.rating_url}}.

For more information, see Using customer satisfaction ratings (Professional and Enterprise).