CSAT update notification triggers

3 Comments

  • Nara S.
    Hi David,
     
    At this time triggers can only be configured to send out notifications when a CSAT score itself is changed or updated. If a CSAT comment is updated but the rating remains the same, there is currently no way to send out an additional notification. That said, if this is a feature you would like to see in the future, posting here in the community is the best way to facilitate that, as posts with high upvotes/comments are seen by our product team for potential future consideration.
    0
  • Yanko Chakarov

    Hi,

    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

    0
  • Dave Dyson
    Zendesk Community Manager
    Hi Yanko, can you add your use case information to the following thread? Tagging based on Satisfaction comments
    1

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