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Keep CSAT Assigned to First Solve Agent
Posted Apr 14, 2021
Can you please enable us configure ZD so that the CSAT score stays assigned to the rep that first received the score/solved the ticket, instead of the score being passed to someone else if the ticket re-opens.
Example:
- I help a customer, solve the ticket, and they give it a bad csat score. (For now that score is mine/hurts me)
- If the ticket re-opens, and you take it, and help the person, even if you do a great job, the negative CSAT now hurts YOUR score
This motivates the behavior of reps skipping re-opened tickets as they don't want to take on someone else's negative csat. The workaround suggested of creating a new interaction and merging the tickets, is not scalable.
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2 comments
Matthew Murray
I agree with this completely and would add that I would like to see a way for Admins to be able to reassign a CSAT result through an admin function. That would also help in the above scenario but also when someone doesn't like the product experience they had but was totally happy with the agent there is no way to address to keep the Agents CSAT score from being dinged, especially after that ticket is closed and can no longer be reassigned. I would love to be able to redirect negative reviews about the product to our Product Team (through a user or report) and not have them ding the agents who provided wonderful service to a client who is simply upset because the product doesn't do what they think it should.
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Tetiana Gron
Thank you for taking the time to provide us with your feedback here. I understand the request however at this time we are not able to commit to prioritizing this feedback.
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