Satisfaction access
AnsweredIt is very odd that agent roles can not see satisfaction!
Surely they should be the ones that have access to the comments so they can email back if it is bad.
Request for the agent roles permissions to include satisfaction.
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Hi Emma,
Agents should able to see their satisfaction comments and ratings on their tickets. If you open a ticket that has been rated the satisfaction rating displays at the top. My team has a trigger that re-opens tickets that have bad satisfaction and emails the agent to let them know we can do better. You'd need to have a Zendesk support plan that allows for custom triggers to make this happen.
In addition, you could create a view of all tickets that have been rated, Good, Good w/ comment, Bad, and Bad w/ Comment to show an agent their most recent surveys in context with the tickets.
Hope this helps!
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