Require the Follow-Up question must be required before submission of Satisfaction Rating in Zendesk Support
If the rating is "Bad, I'm unsatisfied" is being clicked by a customer. can we REQUIRE the follow-up question also be selected before they have the ability to SUBMIT the rating. As it is right now a lot of them just click "Bad, I'm unsatisfied" without even giving a follow-up question selection. This just makes no sense from a management standpoint on what to address. Going through another round of follow-ups is just a tedious exercise that could have been done initially in the submission of rating. Instead of being optional make it a requirement in submitting bad reviews as you may also address accidental bad review clicks and also pinpoint the problem if it's really a bad review they want to give out.
Completely agree too!
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