Self-assessment for agent on how they feel ticket was solved

Answered

Posted Nov 11, 2021

I just wonder how could this be achieved. Agent to be able give themselves feedback how they feel the ticket was solved. There is a lost information now on what could have been done better and learning from other agents.

Have been trying to find an app to ticket from Marketplace but haven't found yet. Does anyone else thinking about this as well?

2 comments

Date

Paul K

Dec 08, 2021

Not sure this is exactly what you're looking for, but one of our departments has started trialling something similar to what you've mentioned, where we've created a mandatory dropdown Ticket Field labelled 'Ticket Difficulty Rating' where agents can choose if the ticket was Very Easy, Easy, Difficult, or Very Difficult when they solve the ticket.

We've built some reports in Explore to find out what kind of tickets our agents find most difficult and most easy, which helps us to identify potential upskilling/training opportunities, or to flag areas of the product with our Product team where agents are having difficulty.