Agents should be able to submit CSAT surveys too
Not plannedAgents 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.
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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!!
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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.
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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.
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+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.
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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?
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Disappoints me that this is still showing as [Not Planned]. I honestly don't get it!
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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.
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