Support ticket rating based on a numeric scaleNot planned
From what I understand, support ticket rating is only a "Good" or "Bad" plus some comments. I think it would be useful to be able to provide ticket requestors with a simple numeric scale such as: 1 is really bad, 2 is bad, 3 is OK, 4 good, 5 is awesome, etc.
The current "Good" / "Bad" choice makes the satisfaction survey process very simple. And over time, the average across may surveys will make a good indication of how well my support team is doing. However, having a numeric scale may help us other questions like:
- How well was a particular support ticket dealt with?
- What kind of support tickets are consistently getting a "2", a "3," or a "4" (using the above scale)?
Hey Everyone, I'm one of the Product Managers here at Zendesk. Thank you all for sharing your feedback on our CSAT functionality. We don't have anything planned to address this in the roadmap over the next 9 months, so I've updated this to "Not Planned". However, we do regularly revisit and reassess based on your input, updating our roadmap plans once a quarter. If this becomes something that bubbles up to become a priority then we'll be sure to update this thread. In the meantime I'd recommend looking at our Marketplace where there are a number of options available for more powerful surveys.
While I don't believe this is on our roadmap, there are several third-party apps available in our Apps Marketplace that would allow you to send different types of CSAT surveys:
Hello everyone. This is Lenka from Nicereply. As was mentioned before, there are some survey apps available on the Zendesk Marketplace (Nicereply is one of them) that allow you to use and combine different CSAT scales and edit the survey question. Since Zendesk is not planning to develop this in the coming months feel free to reach out if you have questions regarding other options available on the marketplace.
100% - we have several teams that use other ticketing software and we are trying to unify our CSATs. However, theirs is a scale and we do not have an option within Zendesk. It would be nice to have the option of what we want our CSAT to look like
Please sign in to leave a comment.