Need a placeholder for satisfaction reason

Not planned

24 Comments

  • Official comment
    Scott Allison
    Zendesk Product Manager

    Thank you all for your feedback and upvotes. We don't currently have anything planned to address this in the roadmap but we continually reevaluate based on priorities and resources. The next time we’ll look at this again would be the second half of this year.

  • Greg Pope

    +1

    We need the reason placeholder for the exact same use case (a bad rating triggered email).

    1
  • Mauro Recanatesi

    We also need the reason placeholder for the exact same use case.

    Thanks

    Bye

    0
  • Sharon Grey

    We have the same use case.  It seems like just an oversight that -- when the functionality was added -- a placeholder wasn't also added to allow the inclusion of reason in a triggered Notification email.

    0
  • Jeff Callahan

    +1 for this

    0
  • Martin Cubitt

    +1 from me

    0
  • Mike Barnette

    +1 here as well, please!

    1
  • Nicole Saunders
    Zendesk Community Manager

    Hi all, 

    to register your "+1" please use the voting buttons on the original post, and in the comments share details about your use case, or the scope and impact it would have on your workflows/business. 

    Thanks for your participation! 

    1
  • Tobias Hermanns

    Yes, please!

    1
  • CPM BCN Infrastructure

    Yes please! We need to inform our Agents about which reason the user chosed, not only the coment.

    1
  • Maggie St.Clair

    Please consider adding this placeholder. We need it for the same reasons mentioned by everyone else. Thanks! 

    1
  • Thomas Joussot

    +1 on this feature request.

    This placeholder is absolutely required to notify team leaders here as well.

    This is crucial for us to know why a ticket has been bad rated. Please consider adding this asap, thanks!

    1
  • StarRez Inc.

    +1 - We have the exact same use case as the original post.

    1
  • Tim Green

    +1
    We need it for the same reason outlined in the original post. Seems like an oversight, so here's hoping. Thanks!

    1
  • Stephen Belleau
    Community Moderator

    Interestingly, the Satisfaction Reason is available to use in triggers. So you could create a matching ticket dropdown field, and a series of triggers that populates your ticket field for each Satisfaction Reason. Then, use that ticket field placeholder in your notifications.

    @...

    1
  • Sejal Jones

    Same use case as original post.

    1
  • Tracy Scobba

    Me too.

    1
  • Luma Lopes

    same use case here

    1
  • Yaniv Dayan

    This feedback is from 2016... Do you think Zendesk will ever add it?

    1
  • Eylon Sirotkin

    Same use case. 

    2
  • Alexandre DRAGUT

    in May 2021, still no news from the team? I don't get the point to propose the reasons if we can't display by the triggers?

    Do you take in consideration the needs of your customers?

     

    thank you

    4
  • Don C

    +1

    1
  • 立松 貴央

    +1

    0
  • s-sato

    +1

    0

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