Hide customer satisfaction results from agents view

Hi everyone and thank you for your valuable feedback! We have decided to display only the CSAT rating and hide the answers to the dropdown and open-ended questions in the ticket view for the new CSAT experience. However, agents and admins will still be able to see the responses to all CSAT survey questions in the ticket events. The rationale behind this decision is to prevent agents from encountering potentially unreasonable comments as the first thing when they open a ticket. At the same time, if they wish to understand the reasons behind the ratings, they can still access the comment and the answer to dropdown question.

We may revisit this approach in the future, so please let us know how this change works for your company.

With our 3rd party survey provider, we advise the client the comments/ratings they provide on the survey remain anonymous unless they want to be contacted where they would add their contact information.  From what I am seeing here, this is not possible. Is that correct? 

Hi 1263082351589 , this is certainly a very broad topic with many valid use cases! 

Although there is a difference between seeing one and not the other (ie ticket event vs banner), I would personally consider them together: either we'd show the banner and the event, or nothing at all.

Ideally, this option to hide/show CSAT data on the ticket UI could be available in Custom Roles, which would allow me to set up a proper QA role with access to CSAT information within the ticket.

On the other hand, this feature may be something more important that should be available regardless of someone's Zendesk plan. Therefore, the setting could probably reside under Ticket Settings, for example. In this case, CSAT would either be visible to everyone (when visibility is enabled) or just to Admins (when visibility is disabled), for example. And if the latter, a CSAT-related QA process would likely be initiated in Explore.

Additionally, off the top of my head, such a setting should also exclude any satisfaction-related attributes from being used in Views, for example: if agents are allowed to build personal Views, disabling CSAT visibility should not allow them to create a personal view to see their tickets' CSAT rating.

Hope this helps, have a great day!

1263082351589 please remove this from the banner asap. It is definitely negatively impacting agent morale. I just turned on CSAT and was very unpleasantly surprised to discover this feature. A QA agent can still access CSAT data and scoring from Explore, no need to access it within the Support interface. Having this be a permission would be ideal.

Hi 1263082351589 

I agree that it should either be a permission that can be removed depending on the role, or it should be completely removed from the ticket.

If removing the banner and adding it to the event log could be a quick fix for now, that would help. But in the long run, I don't think it should be visible to agents.

The CSAT data, on a ticket level, should not be visible to agents by default. i.e. no banner and no possibility for an agent to access the individual feedback from a customer on a ticket unless permission to see individual CSAT is granted. (I am not referring to agents being able to see their own, overall CSAT score - overall scores are fine as long as they cannot break it down to individual tickets or access other people's scores by themselves.)

• Do you think removing CSAT results from the ticket banner but keeping in the ticket events log would address your concerns?
  As long as agents can access the events log no, because agents can still easily access the data - no difference to the current situation.  It shouldn't be displayed at all on agent level access unless the permission to see CSAT is granted
   
• Will those performing quality analysis on the tickets be able to find the CSAT data?
  I don't understand this question - they will find it if they have access and are told where to look - no difference to now. Generally, I doubt that anyone working somehow efficiently would do CSAT analysis by looking at the banners of hundreds of tickets - you would run high level reporting and break it down from there. As long as the CSAT for each ticket is accessible for non-agent roles (or if permission is granted) and it can be accessed/ drilled down into via reporting then there is no issue.

I am also interested in this feature

I think having an option to chose if either admins only or everyone can view the CSAT rating in the banner would be preferable

CSAT Data would still be reachable, as you would only disable the “visual” display of the data, the data is still stored in the ticket so it should be fine

Hi everyone! I wanted to open up a discussion about a potential change: removing the CSAT (Customer Satisfaction) results from the ticket banner for everyone. Currently, both agents and admins can see these results directly in the ticket banner and in the ticket events log.
 

I’d love to hear your thoughts on this:

• Do you think removing CSAT results from the ticket banner but keeping in the ticket events log would address your concerns?
• Will those performing quality analysis on the tickets be able to find the CSAT data?

Than you for your feedback!

Any update on this?  As far as i can see, you still cannot restrict access to CSAT feedback? I don't understand how something basic like this is still not implemented - this should be very straight forward to add an option to hide the satisfaction feedback and CSAT customer comments from agent view. I don't want agents to spend time to read through their own or other agents customer feedback, that is not their job but their managers. Again, yet another function in Zendesk we cannot use because of privacy concerns and potential impact on morale (see talk dashboard with detailed agent statistics that cannot be hidden from agents on Professional plan). 

I deeply sympathize that our colleagues may be negatively affected by the results of the satisfaction survey results.

I hope this feature will be implemented as soon as soon as possible.