• Laura D.

    Hi Matthew, 

    Thanks for posting this! We actually do something similar when we get tickets from our customers' customers ("misfires") - they often don't understand the difference between Zendesk and the company who actually makes the product they need help with. They can still rate the ticket if they sign into the web portal to view their existing requests but that doesn't seem to happen too often for us. 

  • Adam Goolie Gould

    Personally, I don't like filtering out any of the bads, even if they are jaggers, because I worry about this being abused, but I also wanted a solution to this.  What I came up with is a bit more complicated, but it works well for us.

    I've created a "reason for bad" custom field and scoring system which rates the reason why the customer was unsatisfied.  I've attached the top level as an example.

    When I get a bad, it's emailed to me for review; I either score it then and there, or open up a dialogue with the customer to make sure I understand (and we have the opportunity to make things right with the customer).  Even if we are able to resolve it with the customer (which usually happens) I still retain the hit against us in the metrics.

    If it ends up being a support department issue, I pick one of the Agent/Support reasons; otherwise I pick the appropriate nonsupport reason.

    I also have an "Our Bad" custom field checkbox.  If the reason for bad is due to a support department issue, I check this box, otherwise I leave it blank.

    Meanwhile, I have set up a customer satisfaction report and custom metrics in Gooddata in which I have broken out Satisfaction score for the whole company, and for the support department.   In this way, "jaggers" that are due to not liking the 30-day return policy, or a missing feature, or a shipping problem are not counted against us (the support department) but against the company as a whole.  It also gives my boss some great talking points to raise with execs since we know why customers are unsatisfied.  

    Using the Reason for Bad values, and the "Our Bad" value, I'm able to not just have satisfaction scores specific to the support department in particular and the company as a whole.

    Hopefully this makes sense >;-)

  • Emily

    Hi Adam, 

    I like the "our bad" idea combined with the reasons for bad satisfaction. While the Zendesk "misfires" approach was necessary for us since those misfires have nothing to do with our support requests, it makes sense that other companies might not have misfires. Even the "their bad" moments are still worth taking into consideration if they highlight a learning opportunity for the end-user or an area where your knowledge base could be more robust. Thanks for sharing your use case!

  • Wouter van Gessel

    Hi Adam,

    Your way of segmenting the bads seems great for us!

    Could you show where you have this drop down and when and how you enter this data?


  • Adam Goolie Gould

    @Wouter, this is simply a custom drop-down ticket field I created and have grown over time.  I add to it as necessary and as I get insight on why our customers are badding us.  Since only a fraction of our Bads are due to an actual customer support complaint, this works well in sharing with the rest of the company why our customers are not satisfied (missing features and unpopular but necessary return/warranty policies like 30 day return are common reasons).

    I have a trigger set up to assign any 'bad' ticket to me in a quality review queue.  I then review it and pick the "reason for bad" at that time.  This does mean that I have a terrible satisfaction ranking as I keep all the non-support related Bads >;-)  My agents only have to keep the ones they are responsible for.  

    Does this answer your question?

    Just start a "Reason for Bad" custom ticket field and populate it with Reasons,  set up the trigger to assign bad tickets to yourself in open, and you're ready to go.  (I also have a special "RFB Unscored" reason for bad I use for unscored bad tickets)















Post is closed for comments.

Powered by Zendesk