Removing Bogus Customer Sat Scores

3 Comments

  • Jessie Schutz
    Comment actions Permalink

    Hi Penny!

    Once the satisfaction score is submitted, you can't remove it from your Zendesk.

    What I would suggest is setting up a workflow that prevents these "misfires" from getting the surveys in the first place.

    You can add a tag to these tickets, such as no_satisfaction, and then add a condition to your Satisfaction Survey automation that states the survey shouldn't go out on tickets with that tag: Ticket: Tags > Contain none of the following > no_satisfaction

    This will allow the Survey automation to run only on tickets that don't contain that tag. The tag can be added manually, or via macros or other business rules.

    Please let me know if you have any other questions!

    0
  • Gareth
    Comment actions Permalink

    Hey Jessie, how ya doin?

    Can I prevent individual end users from rating customer service? We have a couple of people who despite getting quality customer service, like to rate bad out of pure ignorance! :-)

    0
  • Jessie Schutz
    Comment actions Permalink

    Hey Gareth! I'm well. :)

    You should be able to set up something like this with a ticket tag and an additional condition in your Sat survey trigger. You just need to add a tag to a ticket where a survey shouldn't go out (ie: no_sat), and then add a Tags > Contain none of the following > no_sat. That'll make it so the survey will only be sent when that tag isn't present. 

    0

Please sign in to leave a comment.

Powered by Zendesk