Setting up Zendesk Chat in Zendesk Support

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  • Emre Aktaş

    After creating a ticket manually for a bad satisfaction chat, the ticket also comes bad rated. Is there a way to prevent this?

  • Brett Bowser
    Zendesk Community Manager
    Hey Ty,
    Which description are you referring to? Is there a specific portion of this article that appears to be out of date?
    Let me know and I can loop in our documentation team to get this updated :) 
  • ty.eriksen

    This description appears to be out of date. 

  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Emre,
    I'm afraid there's no way to prevent this, once you finish the chat and manually create a ticket, the satisfaction rating from the chat would carry over to the ticket in Support.
    This is an expected behavior if you've enabled customer satisfaction ratings for Zendesk Support, tickets created from chats with ratings will have the ticket rating updated by the most recent chat rating when the ticket is created. For example, if a chat is rated Good and a ticket is created from that chat, the ticket will have also a positive satisfaction rating.

    For reference, please see this article: Understanding how chat rating works with customer satisfaction ratings
    I hope this answer your question. Thank you!

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