Tagging based on Satisfaction comments

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2 Comments

  • Dave Dyson
    Zendesk Community Manager
    Hi Charity,
     
    I think you might be able to achieve this in Explore, but not via Trigger and tags. Instead, I'd try creating a Standard Calculated Metric, using the Support Tickets dataset, which contains the Satisfaction comment as an attribute, and then using the CONTAINS text function to search for those keywords in the satisfaction comment – here are some resources to get you started:
     
    Hope that helps!
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  • Yanko Chakarov

    Hi Dave,

    We would like to have to opportunity to use the "Satisfaction comment" text as a condition in triggers.

    Use case: Due to regulatory rules, we have to close the accounts of end-users as soon as the closure is requested by them. Sometimes, the users are requesting the self-exclusion/closure through the CSAT survey (the comment field specifically).

    Currently, we are not able to get notified by the system when an end-user requests account closure in the aforementioned field.

    This is why we've created an Explore report, consisting of each Satisfaction comment from the previous day, that our Customer Service team managers review manually on a daily basis. This is causing a lot of additional manual work for them.

    What we think might help us is to allow for triggers to use "Satisfaction comment" field in a similar manner to the "Comment text" condition:

    If we are able to re-open a ticket that has a CSAT comment containing words and phrases that we've pre-defined - it would be great.

    Thank you in advance.

    Yanko

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