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Bring back visibility of CSAT Comments



Posted Oct 18, 2024

Hey all, 

We've recently switched over to the new CSAT experience in Zendesk but have noticed that our agents are no longer able to view their CSAT comments as easily as before. 

To be able to view them now, you need to check the ticket events to see the comment or a report in Explore. 

I believe that this update adds unnecessary steps to be able to find this information. Comments can provide really valuable feedback to the agents themselves and should be easily viewable for them. 


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16 comments

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Shawna James

Community Product Feedback Specialist

Hey Chris,
 
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

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Tetiana Gron

Zendesk Product Manager

Thank you Chris Nugent for creating a post. We've decided to introduce this change based on the feedback received. You can still find the comment and answer to the dropdown question in the ticket history, as you mentioned. We are gathering feedback about this change, as we may update it in the future.

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I am upvoting this post as I appreciate it was requested but was done so in 2017 with almost equal downvotes. If you're going make a change to the feature please at least make it an option via a tick box within the Admin Centre so those who would like them to be visible can enable it and those who don't can disable it. 

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We need this feature back, it's really a pain point for us and our agents.

If some of us want to hide it and other really need it, then it has to be an admin choice in the configuration of the instance :)

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Upvote- Having to leave the main Zendesk dashboard and go into the QA dashboard in order to find the comments is time-consuming and we would greatly appreciate the comments being quickly viewed like they were in the past. 

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The team being able to quickly and easily see their ratings from the Dashboard is actually amazingly good for morale, since it gives a little boost every time they see a new good rating. 

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We need CSAT shown under the rating in a ticket like how it was with the Legacy CSAT. Also, we need agents to be able to see their good and bad CSAT reviews from their agent home screen. The extra steps to obtain this information is unnecessary. Zendesk should have never implemented this new CSAT feature without having everything figured out first. This has ruined the workflow for so many companies. 

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Hi Team, Please bring back the old dash board, it was quite easy to access Good and bad ratings

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Jahn

Zendesk LuminaryCommunity Moderator

+1 to this! Upvoting to this feature request to be able to see the comments immediately instead of going to ticket events first.

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Hi, 
We need this feature back, it's really a pain point for us and our agents.
Upvoting to this feature request to be able to see the comments immediately instead of going to ticket events first.

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I agree with everyone that stated we need to see the comments on rated ticket without having to go into each and every ticket and change to events just to see the comments. This is really a pain for us. We use the comments from negative ratings to help us coach our agents and improve our overall satisfaction ratings. I hope there is some priority within Zendesk to get this done.

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Hi, please can we have this feature back for our agents upvoting for this feature to be put back. Thank you 

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When reviewing  or working re-open tickets in ZD it is very useful to see the CSAT comment at the top of the tickets in order for agents or managers to address customer feedback straight away.

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+1 , it is incredibly helpful to view these comments within the ticket directly. I agree with everyone else, please consider adding this back in as soon as possible. 

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Customer feedback is a keystone of customer support. We must have a quick and easy way to see comments.

 

Why do we now have to delve deep into events or reports for this most important piece of information?

 

We used to have this and it worked perfectly fine. Why wasn't hiding comments made as an option? I don't see how this makes sense. Please create an option to show or hide rating comments on tickets.

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Removing a default feature is the worst idea ever. If people were complaining about having comments display, then make a setting to turn it off for those users. You need to get this existing feature, not a feature request or new feature. Really is the most insane thing to take something away and then say oh this is a feature request. 

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