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Allow Agents to Complete Satisfaction Surveys
Not Planned
Posted Sep 16, 2021
Feature Request Summary:
Allow option to include/exclude Agents to receive and complete CSRs when Agent is Requester.
Description/Use Cases:
We would use this as intra-company measure of collaboration and effectiveness of support from other teams. It would be nice for Agents to voice kudos to teammates and colleagues. We have 22 agents in an organization size of 78. Therefore, this is a significant data collection opportunity for us.
Business impact of limitation or missing feature:
Agents are customers, too.
Other necessary information or resources:
N/A
3
13
13 comments
Official
Scott Allison
Thank you all for your interest in this use case. We are listening, and really appreciate everyone's continued feedback here. Unfortunately, CSAT hasn't been something we've been investing in, but that is going to change. We do have a plan to invest in this area in 2023! We're still at the early planning stages so I can't say yet if this is definitely a capability we'll support, but it will be carefully considered. Thank you, again.
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Dave Dyson
Thanks for posting this feedback, Elizabeth!
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Alex Calvin
We have the same issue as you. We had 3 separate Zendesk instances, but have merged them into one and now 13% of our company can no longer rate tickets. It should at least be a toggle to let agents rate tickets if they are not a member of the group the ticket was assigned to. But while you are at it, I think you could even have an option for agents to rate tickets within their own group.
Sometimes an IT agent needs to make an IT ticket!
1
John Evans
We would love this. we have 34 agents across 12 departments and not only do we all help the other 250 people on staff and the general public but we also help each other. The other day a fellow agent in a different department and even location opened a support ticket for a broken printer. We responded in 12 minutes and got a replacement unit out a few hours later. They loved that experience and wanted to note it in the survey but couldn't. We are probably going to turn it off and just go back to a link to a Formstack survey. Pretty disappointing. Satisfaction Surveys have been out for a better part of 5 or 6 years from other community posts that I read and it doesn't seem like it is getting many user-requested updates.
1
Scott Allison
I'm one of the Product Managers here at Zendesk. Thank you all for your feedback, it's truly appreciated. We don't have any current plans to address this request, but we do regularly review requests based on interest. Thank you again.
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Elizabeth Cochran
Thank you, Scott. I believe there are several similar threads such as this one. Hope this does get traction. I actually ended up disabling this option, as it was unavailable to all of our staff. We have less than 90 employees and 23 are agents!
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Scott Allison
Thank you Elizabeth. You are right, the main thread is here.
I would also like to add that some of our partner apps are a good solution to this.
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John Evans
Scott, the partner apps typically cost additional money, and their metrics aren't accessible in the Explore app. We pay close to 24k a year for Zendesk, and your answer is to pay someone else additional money for something you won't do. Several of your direct competitors allow agents to provide feedback to other agents in their suite at no additional cost. It doesn't feel like Zendesk is listening...
1
Scott Allison
@... Thank you for your feedback, I truly appreciate it. I just posted an update that we're going to invest in CSAT later this year, but I don't yet know if this use case will be something we will solve for. I hear you about paying extra for this functionality, but I do want to mention that a couple of our partners have pretty affordable solutions and do post the responses back in to Zendesk where you can report on them. Check our Sweethawk and NiceReply.
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John Evans
Scott, thanks for reaching out. Nicereply is $239 a month for the number of agents we have. That is an additional $2868 annually to do something a toggle button already does in a competitor. Will Zendesk drop our annual cost by $2868 until it is addressed in the product? I assume the answer is no. I get that no software package is 100% a perfect fit. Still, I can't spend $24k on Zendesk and another $3k on CSAT for agents or $6k on FreshDesk because we can't turn off the welcome emails in Zendesk for the thousands of folks that can't create an account in our Help Center because of our SSO.
We are riding the Zendesk struggle bus, and it feels like no one is at the wheel over there.
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Centro de Soporte Softland
Muy buenas tardes
tenemos avance de la mejora del csat para agentes es muy importante tenerlo
quedo atenta
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Andy M.
Hi Everyone,
This thread has been silent since 2023. Would anyone know if ZenDesk has added the ability for agents to participate in the CSAT? We also use the ZenDesk for internal company collaboration. Our agents are also customers. So our ability to use the CSAT is not possible because all our staff are also agents. We use ZenDesk for departments to submit request to other departments. Since we are all agents of our own department, the system wont allow us to use CSAT to provide feedback as a customer when we are interacting as a customer to another department.
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Tetiana Gron
I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. Please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community.
Thank you again for your feedback and for being a valuable customer with Zendesk.
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