Recent searches
No recent searches
Agents should be able to submit CSAT surveys too
Posted Dec 12, 2014
Agents should be able to submit surveys for tickets in which they are the requester.
I was told that this is where I should submit a feature request. I've been discussing this issue with Zendesk support and have been told and see in the online documentation that Agents cannot submit surveys for tickets for which they are the requester.
Our Service Desk supports internal users, which includes members of our IT department. Many of the members of our IT department are Agents in Zendesk. They might need to submit a request to our Service Desk for various services and support. When their request has been completed and they are asked to comment on it through the survey process, then they should be able to do that.
I can understand why an organization that supports external customers may not want their Zendesk Agents to be able to submit survey responses, but it should be an option, especially for organizations that use Zendesk for internal support.
My feature request is for the option to allow Zendesk Agents to be able to submit survey responses for tickets that they are the requester for.
29
49 comments
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
Lenka Brozmanova
Hello Elizabeth, it is not free. I totally understand your point of view, and I also understand it would be better for you to have this as an integrated solution within Zendesk. If you decide to give a third-party app a try feel free to reach out to us at Nicereply anytime in the future.
0
Jahn
Hey Zendesk it's been 8 years now since this request has been posted but it looks like this is not being heard or reviewed at all.
0
JP Gutierrez
+1 to everyone's comment. We work in IT, and support both external end-users and our internal agents. Would love to get feedback for both.
0
Richard Bailey
Just updating the thread with some new details. The need for feedback from some departments became so great we have had to deploy a separate survey program just so we can pull results from both agents and non agents. Would appreciate any updates if this is now on the roadmap for 2023?
0
Elizabeth Cochran
Disappoints me that this is still showing as [Not Planned]. I honestly don't get it!
0
John Evans
I reached out to a major competitor to get a reference. Not only were they more cost-effective overall, but they also allowed agents to provide feedback on fellow agents. So, I passed the rest of our "ZD Struggles" list over and was shocked at how good their offering was. I feel like I am on a sinking ship all of a sudden. Surprises me how many times ZD says we are listening but doesn't act.
1
João Siqueira
I support the idea of allowing agents to provide feedback and rate our internal customers, who are also agents. Almost every company works like this. This is a problem since 2014, I think Zendesk could have a look upon this issue.
0
Elizabeth Cochran
@...
This is disappointing to hear. My organization has 26 Agents out of 93 employees. This would be so helpful, as it would help us understand team collaboration and help us have more data for metrics. I know there are several other chats on this topic and wonder why this is not on someone's list to reprogram. Definitely not paying for this option via third-party app.
Let's not celebrate the 10th anniversary of this Community Post! Please! ;-)
0
Chris Curlett
Hello Zendesk Community. I would like to chime in here and encourage the Zendesk team to offer some sort of solution to this issue. We are using Zendesk as an internal enterprise support tool, so no public facing support. Since we've launched, more and more groups within the organization have adopted using Zendesk (which is exciting for me!) but now more than 10% of our company is either an Agent or Light Agent.
This means 10% of our organization cannot rate the service they've received from one of our support teams. Our Agents who use the tool to provide support are more likely to use the tool to request support. This means we are missing out on a significant portion of support quality feedback.
We need one of two solutions:
1. Allow Agents to submit surveys. We can already prevent surveys from being offered when the Assignee and the Requester are the same person. I'm not worried about people "gaming" the system.
2. Allow us to prevent surveys being offered to Agents. People are getting confused when they try to rate a ticket and they're getting "access denied".
I looked through the automation conditions, and the ticket trigger conditions, and I'm not seeing the option to set Requester > Is not > (Agent). Perhaps somebody has already found a solution to this and can share here.
Thanks!
2
Elizabeth Cochran
Well-said, Chris Curlett. We use Zendesk for internal customers only, as well. We have 30 agents of our 97 total staff. It would be great to know how we are all doing within our operations collaboration and such. I want this so much. I do not want a 3rd party app, either, as some responders have suggested. Fingers crossed for this functionality in 2024!
0
Tetiana Gron
Hi everyone,
Thank you for feedback! Your request is certainly reasonable and we've added it to our long-term backlog to be considered in future.
1
Katy Fox
Adding my comment to increase visibility of this issue.
It would be great to understand where the challenge with allowing this is.
Like so many others on this feed and on other feeds of the same subject; all of our agents are an agent of one function but a customer of another. Our CSAT response is really struggling because 20% of our employees are also agents.
1
Mitchell Lewsey
Adding my two pennies to hopefully increase visibility/priority of this. Much like others in this post, we have agents in end-user-facing teams, who are also "customers" of our internal teams and due to the agent restriction, we are unable to get a complete view of our internal team performance as 80% of their "customers" cannot complete a survey. Although their are paid-for solutions, this should be available out-of-the-box.
0
DMKT
Adding my comment to further increase the visibility of this much-needed feature update. Please include agent survey feedback as I'm sure there are more users out there that would love to see this gets implemented.
1
Michael Jerone Fernandez
Wanting to add in here to see if there is a way to push this feature out. The limitation is really limiting our other use case to gain customer satisfaction insights for supporting internal employees. This is something crucial in developing employee experience.
1
Sydney Neubauer
Scott Allison We are halfway through 2024 - is there any update? We manage an instance where our Agents are requesters and they also work in the same instance for their own teams. We need to know CSATs for our IT team even though they are agents.
0
Scott Allison
Thanks for the question Sydney! I don't own this any more but I'll flag it up and make sure we give you an update in the next few weeks.
0
Mitchell Lewsey
Just wondering if there is any update?
0