Agents should be able to submit CSAT surveys too

Not planned

44 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!!

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  • 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. 

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  • Jahn Bronilla
    Community Moderator
    Zendesk Luminary

    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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  • 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.

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  • 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? 

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  • Elizabeth Cochran

    Disappoints me that this is still showing as [Not Planned].  I honestly don't get it!

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  • 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.

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  • Elizabeth Cochran

    Scott Allison

    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!  ;-)

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  • 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!

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  • 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!

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  • Tetiana Gron
    Zendesk Product Manager

    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.

     
     
     
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  • 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. 

     

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  • Mitchell Lewsey
    Zendesk Luminary

    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.

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