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Devon Nobrega's Avatar

Devon Nobrega

Joined Apr 15, 2021

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Last activity Mar 05, 2024

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ACTIVITY OVERVIEW

Latest activity by Devon Nobrega

Devon Nobrega created a post,

Post Feedback - Ticketing system (Support)

Hello!

A few weeks ago, we've seen an influx of "bad" ticket satisfaction ratings. After reviewing feedback with the end users, we discovered that they did not actually give any ratings, let alone "bad" ones. One end user even reported that she tried to rate the ticket as "good", but when she selected that option, nothing happened. After hitting "good" a few more times with no results, the user closed out the window. We then received a "bad" rating on that ticket. This is obviously affecting our agents scores and because of this, we've turned off the survey automation.

Zen support suggested that a link expander could be the issue, but nothing on our end has changed with our anti-virus checker (our end users are our internal employees, and use the same anti-virus as agents).  The suggestion from Zen support was to modify our survey automation to not include direct response links or creating our own satisfaction survey and use the Satisfaction Rating Endpoint.

It would be ideal if Zendesk could provide a fix for this instead of us editing our survey automation or creating a new satisfaction survey, especially since it all was working as expected prior to the end of October.  

Thanks!

Posted Nov 12, 2019 · Devon Nobrega

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Devon Nobrega commented,

Community comment Feedback - Ticketing system (Support)

+1 to this from me as well!  Having the option to change an internal note to public for these situations would be very helpful.

View comment · Posted May 29, 2019 · Devon Nobrega

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Devon Nobrega commented,

Community comment Feedback - Ticketing system (Support)

I would also like to have the ability to delete or blacklist certain tags.  We have a few typos in our suggested tags and have no way to manually remove them ourselves.  

@Nicole, thank you for the workaround.  I'll spread the word to my team to avoid the typos so that they eventually erase after two months.

View comment · Posted Mar 27, 2019 · Devon Nobrega

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