Agents should be able to submit CSAT surveys too

Not planned

33 Comments

  • Official comment
    Scott Allison
    Zendesk Product Manager

    Thanks for all your thoughts and votes, we really do appreciate it. Unfortunately enhancements to CSAT are not currently planned on our roadmap. We continually reassess and priorities can change. The next time we’ll look at this again would be the second half of this year.

  • Graeme Carmichael
    Community Moderator

    Bob

    I understand where you are coming from here.

    As a workaround, you could create a dummy end user. The agent would:

    • change the requester to the dummy user,
    • assume the dummy user's identity,
    • go to My Activities as the dummy user
    • rate the ticket
    • revert identity
    • change the requester back to the agent's own identity

    The show all events section would show the identity changes and rating by the agent.

    It is a bit of a pain to do, but in the absence of this feature it may get you by.

     

    0
  • Matt McLean
    Community Moderator

    I agree with this request.

    If anyone is worried about "gaming" the survey results, the results could be broken down by "agent" surveys, "light agent" surveys, "end user" surveys, etc. "End user" surveys would be the exact same thing as the current survey results, and wouldn't be tainted by team members giving one another undeserved ratings.

    4
  • Elizabeth Cochran

    Yes!  Please make this happen.

    Agents are Customers too!

    Simple example: all of my Agents are Customers of my IT Support team.  I would like their feedback as to how my technical support team is doing, as well.

    Thanks for considering!

    Elizabeth 

    The UNM Foundation

    4
  • Jim Strickland

    I definitely support this request. At the very least, a company Zendesk Admin should have the right to allow/disallow agent survey submissions. I am really surprised more people have not voted for this feature.

    3
  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    We have a similar use case and have not enabled surveys because many of our agents are customers too as someone else said!

    We'd like the option to configure surveys

    5
  • Brad Bilotta

    Agents are End-Users too.  Need Agents to be able to Rate Tickets on another Brand (which we use for departments)

    3
  • Dana Bowlin

    Agents are end users also.   I just need a feature where agents can rate tickets....you can still have the feature where they can't be the person to work the ticket...but they need to be able to rate them.

     

    0
  • Matt McLean
    Community Moderator

    Everyone interested in this feature might want to check out this new Early Access Program:

    https://support.zendesk.com/hc/en-us/community/topics/360000030928-Zendesk-Support-EAP-Agent-as-End-User-AEU-

    0
  • Elizabeth Cochran

    Hey, Matt.  The link did not work for me.  Is there a different one I might try?  Thanks so much!  Elizabeth

    0
  • BRENDA HARDEN

    Hey Matt, I couldnt get to the linked page either. Is there another link to research the EAP?

    0
  • Kristen Mirenda

    Hi all! What Matt references is an early closed beta (which is why the link isn't available) so unfortunately we can't onboard everybody right now. It's not targeting the agent CSAT submission problem directly but it does address it in some limited cases. It's not ready for an open beta yet, and we don't have a specific date or timeframe for that. We're actively working on the beta but not specifically on the CSAT functionality at first. We'll provide an update when more information is available!

    0
  • Joanne Cooper

    Our company just supports internal customers and in some cases agents need to raise support tickets for their own issues. Agents should have the option to provide feedback to a colleague/other agent who handles their ticket.

    The workaround suggested isn't ideal as we want our workflows to be as effortless as possible. Just having the option to enable the options for agents would be very useful. 

     

    1
  • Vince Popely

    Hi,

    We use Zendesk throughout the organisation and because I am an agent I am restricted from being able to provide feedback on cases I raise with these other internal departments which limits the feedback other departments can use to improve the service they provide.

    I am surprised it has not been already but please can the option to enable agents to leave feedback on cases they have not raised be implemented as soon as possible?

    Thank you

    1
  • Ashish Sharma

    Our internal IT department use Zendesk to track tickets from anywhere in the business. Some parts of the business (such as projects teams or customer success managers/sales) need to be able to see tickets and provide notes to assist the client support team in getting it through to resolution, and therefore have Light Agent accounts. They will also need to (at some point) reach out to the IT department to have their personal technical issues resolved (computer, software, network, access requests, etc) and the IT department now have a CSAT KPI. I have now discovered that Light Agents cannot provide CSAT ratings because of this limitation. Please can you get this feature on the road map for 2019. 

    1
  • Peter Ledeboer

    We have internal users where they are light agents and requesters. I would like to get their feedback on our support via the CSAT.

     

    1
  • Elena Castillo

    I find it really odd that we cannot have satisfaction feedback on tickets created by agents or light agents. Our internal need access to Zendesk to be up to date with our customers' tickets but they also create tickets and we are completely blind with regards to their feedback.

    Is this at all in your roadmap?

    1
  • Peter Ledeboer

    We use Zendesk to service both external and internal (agents) users. Getting feedback via the CSAT from our Internal users would be very beneficial.

    0
  • Kfir Luzon

    I would like to have this feature as well.

    My customers are our Customer Success Managers and they cannot send CSAT because they are light agents.

    0
  • Stacy Win

    The account I work in also needs this feature. We have some agents that also create tickets and would like to rate the tickets they submitted. They are rather busy individuals and don't have the time to do the workaround.

    We are missing out on a lot of good survey feedback because we cannot survey these handful of agents.

    0
  • Bill Habegger

    I was looking at the Automation for sending our customer satisfaction rating.  I see that one of the conditions is "Requester:Role is (end-user)".  Has anyone tried removing that condition as a means to accomplish this?  This thread is pretty old, so potentially this was a fix implemented by ZenDesk at some point.  

    0
  • Stacy Win

    @... that condition is there so the agents don't get the survey email for tickets they are the requester on. As the system prevents agents from being able to complete a CSAT survey. Removing the condition in the automation does not change the behavior of the survey, which is the issue.

    0
  • Bill Habegger

    Thanks @....  I ended up finding another article that included a comment to that point.  It is indeed disappointing to not have that control on the submission of the survey by an agent.

    1
  • Tyler Rutledge

    Adding my support for this feature. We just rolled out satisfaction surveys all around our company  and it's quite the needless blow to find that agents can't rate tickets. So many of our staff members are agents working tickets but also need to collaborate with other business units via their own tickets. Feedback from other agents would be very helpful in the improvement of specific groups.  This seems like a simple fix and people have been asking for it for 7 years. 

    1
  • Richard Bailey

    Just putting my support on this topic. We would benefit from having the ability to CSAT agents.

    1
  • Jahn Jerenz Bronilla

    This post was 7 years ago but I guess still no progress nor update if this can be activated. Agents are requester/end user too and this is actually beneficial for us given that we have a lot if internal groups which is not dealing directly with employee but rather with ZD Agents as the requester.

    Hope we can activate this soon and not to wait for another 7 years with no solution.

    1
  • Eugenio Mejia

    I also would like to see this feature implemented. I ran into this same issue. We onboarded our IT team to use Zendesk as a ticketing system to provide support for our Customer Support agents..

    Our Customer Support agents need to be able to rate our the support of our IT agents.

    0
  • Denver CB

    Adding my vote to enable agents to rate our internal customers (who also happen to be agents themselves)

    0
  • Lenka Brozmanova

    Hello everyone. This is Lenka from Nicereply. There are some survey apps available on the Zendesk Marketplace (Nicereply is one of them) that allow agents to provide feedback on a company's surveys as well. Thanks to that Zendesk agents are able to submit survey responses for tickets that they are the requester for. You can also set up specific surveys for these scenarios so that you can quickly see the results and satisfaction of your internal agents. Feel free to reach out if you have questions.

    1
  • Elizabeth Cochran

    Hi, Lenka.  Thanks for sharing. 

    Is it free?  I appreciated Zendesk having an integrated solution.  I did not want to bring in a 3rd party app, if I could help it, but... 

    I honestly do not understand how this is not a straightforward programming request.  We use Zendesk for INTERNAL ONLY incident and request management for Finance, IT, and Records Processing.  So, in a small organization of 83 people, we have 22 agents.  Agents are customers many of the time, as well.  

    I'll keep my fingers crossed for Zendesk!!

    0

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