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Satisfaction review for ticket with multiple assignee history.
Posted Feb 15, 2024
I would like to have the satisfaction review linked to each agent that has been assigned to a ticket.
Actually right now only the last agent assigned is affected by the satisfaction review left by customer.
How can I do to have report where the satisfaction is applied to all agent assigned.
IE:
My ticket 1234: has been first handled by agent 1 from customer support level 1.
The ticket 1234 is then forwarded to the finance team and is handled by agent 2.
The ticket is solved and receive a good review.
Only agent 2 will be implacted by the review. I would like the review to be reflected in reports in both Agent 1 and agent 2, AND also in group customer support level 1 and finance team.
Is there a workaround to make this?
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2 comments
Brandon Tidd
Hey Léna Consultante Zendesk,
While the out of the box functionality is really focused on the notion of 'last agent wins,' Zendesk partner Qvasa has crafted somewhat of a workaround for this in their tool. I'll flag this post to them for review.
Brandon
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Amer
Hi Lena, Qvasa has solved this problem. I would love to take the time to walk you through our product and how we've solved for multi-agent / multi-group statistics.
You can directly install our app and I'll enable our CSAT analysis tool for you. Or If you'd like you can book time directly with me here:
https://calendar.app.google/gkwwi3aZwY1ddvXp9
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