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Customer feedback comments



Posted Jan 02, 2025

TITLE: Customer feedback comments on support tickets.

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

Customer feedback comments

What problem do you see this solving? (1-2 sentences) 

This will help to save time not having to scroll through the event page.

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

Just before Christmas 2024 this was noticed when we received bad feedback but could not locate the message to reply to the customer.

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

The only way around this, is the message events page - which is very time consuming. 

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

I would like to see the customer feedback comments on the open ticket as it was previously, we can see straight away what comments have been made by the customer, and take action sooner.

 

Also, can this template be added to a new post so we don't have to copy and paste each time?

 

Thanks.


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5 comments

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Emily Reidy

Community Product Feedback Specialist

Hello Jamie, thank you for taking the time to provide us with your feedback.
 
Can I point you in the direction of our product feedback template? This template has been designed by community members and PM's to help users provide the most accurate details for their feature request so that we can better understand your use case and needs. If you could, we would appreciate you taking the time to update your post and utilize the template.
 
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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Hey Jamie Tucker 

 

I totally agree with you here. Feel free to update your post with the below. 

 

Tatiana G. Are you able to comment on this at all and why the comments were hidden away in the events? It now takes twice as long for a ticket to be assessed. 

 

 

----------------------------------------------

 

TITLE: Allow CSAT comments to be visible on the ticket like they are for Legacy CSAT. 

 

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

 

To provide context: 

  • Legacy CSAT = The Rating + any comments were visible at the top of the ticket
  • New CSAT = Any CSAT comments are only accessible within the ticket events. 

Request: 

 

  • Allow the new CSAT feature's comments to be visible at the top of the ticket like they do for Legacy CSAT.

What problem do you see this solving? (1-2 sentences) 

 

The extra time consumed to now actually read a comment. With Legacy CSAT you could hover over the ticket, see the rating and the comment without going into the ticket. 

 

Now you have to click into the ticket, click into events, and then search for the comment you are looking for and how do you even know a comment has been submitted unless if you go and look. 

 

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

 

Every Day

 

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

 

There is no workaround except to use explore reporting. This is something that Agents & Team Leaders need to see easily visible on the ticket. 

 

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

 

Add the same legacy CSAT function into the new CSAT feature. 

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+1 support

 

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Tetiana Gron

Zendesk Product Manager

Thank you for taking the time to provide your feedback! We have implemented a different behavior for the customizable CSAT based on feedback from other customers. We are committed to continuously monitoring feedback and will consider addressing this issue in future updates.

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Shawna James

Community Product Feedback Specialist

 
 
Thank you again for your feedback and for being a valuable customer with Zendesk.

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