Allow Light Agents to Submit CSAT Surveys
Post Title:
Allow Light Agents to Submit CSAT Surveys for Tickets they Submit
Feature Request Summary:
Light Agents should be able to submit CSAT surveys for tickets that they are the requester.
Description/Use Cases:
- We are looking to use ZenDesk Sell in connection with ZenDesk support. ZenDesk Sell users are automatically made Light Agents in ZenDesk support. When a Sell user creates a ticket in for support, they will not receive a CSAT survey. Our sales team submit a large volume of tickets with our internal support team for common IT problems. Without CSAT surveys for them, our CSAT score will be missing a significant user base.
- We have business team members that write Guide articles to assist our customers. These business team members understand the products and the customers well. So they are best equipped to write the articles. However, they also submit tickets to our IT support team for common IT support issues. They are not able to complete CSAT surveys, so we miss their input and experience from our CSAT results.
Business impact of limitation or missing feature:
This is critical for us to understand our CSAT across our entire organization,
Other necessary information or resources:
None
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It could be there is another duplicate feature request for this which is why there are no comments on this feature request yet, but if there's not, I'm happy to offer some to get the ball rolling! I'll give some background for my use case first and then more detail about the request commentary.
At my company, we do not have what most consider 'customers' who use Zendesk. Everyone that uses the system is internal, so there's not really an 'us' and 'them' aspect of user base. We use Zendesk in IT for our Support ticketing. We also use Zendesk for our Accounts Payable department and I have a custom environment set up in Zendesk with custom forms and triggers and email channels to handle that flow. I have a group that handles reporting on cash deposits from our stores. We also have a new release for our POS group that's about to go out where our marketing and learning/development departments can submit requests for new items and products, menu changes, pricing, etc. through Zendesk and then the IT team that handles fulfilling those works the tickets.
To make all of this work, we have a number of users who are not considered IT using the system, and they are using the system as Light Agents. Everyone else in the company is an end user, but there are ~100 Light Agents in the system aside from all the Staff licenses that work primarily in IT. The function of the light agents is primarily to provide approvals and be allowed (in the POS group for example) to see all the requests that have been made in their sphere for awareness. Any one of those light agents, their primary use of Zendesk is approvals. When they have an issue or request they need to make in Zendesk outside of their approval role, it is completely reasonable to expect that they should be offered a Customer Satisfaction response. But of course, it's not set up that way. Currently, anyone with what is considered an "agent' license of any kind can NOT do a survey.
I understand the protection about those who might game the system by creating a ticket, solving it, rating yourself really highly and then skewing the numbers. What I don't understand is why Zendesk can't have a simple protection in place that allows EVERYONE to submit a CSAT so long as a basic condition is met: REQUESTER is NOT the RESOLVER. So long as the Requester and the Resolver are different people, we should be allowed to offer a survey. Even in IT, we are customers of each other. I'm a customer of my SOC group. My SOC group is my customer. If I give poor service in my Zendesk support, I want that person to be able to give feedback, even though they are an Agent. I'm supposing this is an arcane part of code that just hasn't been revisited since this went live, but I'm hoping it gets revisited soon. We're just looking at launching CSAT this next month and I was astonished to have this as the wall to hit first that technically, we can't get an accurate measurement of how our teams do because we're "not allowed to" by the system.
Please remember, Zendesk, that not all of your customers are set up as the "us and them" model with people external to the company as the customers and that we only want feedback from the "outsiders". That's not a pure CSAT. It's skewed as it limits, in my case, 100 people who legitimately are putting requests for service and help and will have no voice in how they are being service.
Hope this can be revisited this year.
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