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Bill Habegger

Joined Oct 16, 2021

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Last activity Jan 09, 2024

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Latest activity by Bill Habegger

Bill Habegger commented,

CommentService Level Agreements (SLA), macros, and CSAT

While this soultion has greatly reduced the number of False Negatives, we are still seeing some.  I would be happy to provide samples to the Zendesk team if it would help eliminate these altogether.

View comment · Posted Jun 16, 2023 · Bill Habegger

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Bill Habegger commented,

CommentService Level Agreements (SLA), macros, and CSAT

Scott Allison I want to thank you for taking the time to dive into this and offer further suggestions.  My earlier frustration was based on limited to no action from Zendesk.  Thank you for your service and assistance!

View comment · Posted Jul 08, 2022 · Bill Habegger

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Bill Habegger commented,

CommentService Level Agreements (SLA), macros, and CSAT

I almost hate to say this, but I have seen a dramatic drop in False Negatives.  I had over 50 in March and only have 3 so far in April.  Has anyone else experienced a change?  I am trying to decide if something changed with Zendesk or it was something on our side?

View comment · Posted Apr 13, 2022 · Bill Habegger

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Bill Habegger commented,

CommentService Level Agreements (SLA), macros, and CSAT

Steven Major You need replace {{satisfaction.rating_section}} with {{satisfaction.rating_url}}.  Basically what that does is sends your users directly to the survey page and does not offer them the ability to rate "Good" or "Bad" within the email.  When the click the link in the email it will take them to the survey page where they can select "Good" or "Bad" add comments, and click.  You will not receive a rating from the user unless the click submit.  I believe this will lower your response rate, that's why I have opted not to use their recomendation.

View comment · Posted Jan 21, 2022 · Bill Habegger

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Bill Habegger commented,

CommentService Level Agreements (SLA), macros, and CSAT

I am also going through tickets manually to record the "true" ratings.  One thing that has helped me is to send myself an email with every ticket that is rated "Bad" without comments.  I include in it a link to the "events" view of the ticket. The CSAT survey is "offered" a minute or two after the top of an hour.  If the bad review is received exactly on the next hour, I know it is a false click.

In addition, we changed the timing of the CSAT survey to be sent 10 hours after the ticket was solved.  This pushed the bulk of our surveys into the overnight time period when our team members were not working.  That also helped us have confidence in considering them fake results.  Not likely for us to receive a CSAT survey at 4AM in the morning.

I am currently considering Simplesat, StreetHawk, and Customer Thermometer to handle our CSAT.  Both Simplesat and Customer Thermometer indicated they have mechanisms in place to limit false clicks.  Street Hawk did not, but indicated that they had not seen it happen on their surveys.

View comment · Posted Jan 20, 2022 · Bill Habegger

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Bill Habegger commented,

CommentService Level Agreements (SLA), macros, and CSAT

For those experiencing this issue, is your CSAT survey email coming from support@mydomain.zendesk.com or do you have Zendesk setup to send directly using an email address from your domain such as support@mydomain.com?

I am still using support@mydomain.zendesk.com and am wondering if I would see fewer false clicks if I set up Zeneesk to use support@mydomain.com.

View comment · Posted Jan 12, 2022 · Bill Habegger

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Bill Habegger commented,

CommentService Level Agreements (SLA), macros, and CSAT

As suggested in the article, I have looked at third-party vendors for our CSAT.  Some seem very promising and offer additional value beyond the ZenDesk CSAT, however, I have to pay for that value.  It would be my preference to continue using the built-in ZenDesk CSAT, but until they add some backend technology to reduce the number of false clicks, I can't justify using it.

That being said, all of the third-party vendors have to deal with the potential of False Clicks.  Most of them use some sort of technology on the back end to determine if it is an automated click or a real person.  They admit this helps significantly, but does not eliminate all false clicks, and at times may wrongly disregard some CSAT responses.

 

View comment · Posted Jan 12, 2022 · Bill Habegger

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Bill Habegger commented,

CommentService Level Agreements (SLA), macros, and CSAT

I am pretty much abandoning the use of the ZenDesk CSAT.  This is unfortunate because it was one of the reasons we purchased ZenDesk.  I am actually looking into other third-party apps to do CSAT so that I can get an accurate rating.  

I am asking these companies how they deal with false clicks like we are seeing.  They indicate they utilize technologies that work to filter out these types of false clicks.  ZenDesk, have you considered anything like that?

I would really like someone at ZenDesk to take this thread more seriously and help their customers find a way to use the functionality the way it was built.

I would be happy to talk with anyone at ZenDesk about what I have experienced and show them how many false negatives I have been receiving lately. I know there are false positives, as well, but I am not tracking those. ZenDesk always speaks about Customer Experience, but unfortunately, there are a large number of us frustrated by this problem and the lack of response to it.

View comment · Posted Jan 04, 2022 · Bill Habegger

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Bill Habegger commented,

CommentService Level Agreements (SLA), macros, and CSAT

Andy Dyer We were using CSAT for approximately 6-months without a single "false bad", but then this October and December, we experienced a very high rate of "false bads."  Then this week it seems to have stopped.

I have created a trigger that sends me an email anytime a ticket is rated as "bad".  I have included the time of the last change and a link to the ticket that shows the events.  This gives me a quick way to flag "false bads."  Unfortunately, I do not have a way to easily exclude them from the CSAT ratings.  I manually calculate our CSAT score after removing the ones that I know are false.

View comment · Posted Dec 07, 2021 · Bill Habegger

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Bill Habegger commented,

CommentService Level Agreements (SLA), macros, and CSAT

As I have worked through this issue on our end and considered ways to get around it, I have come to the realization that this is not an issue that ZenDesk can solve.  The problem is 2-fold.

First, there is a desire to make the CSAT survey simple to complete as to increase participation.  The simplest way to do that is to have a single click record the "good" or "bad"  that is what ZenDesk currently implements.  There is no need to click anything else on the webpage that is opened.  The "good" or "bad" is already recorded.

Second, spammers and phishers exist on the internet.  To effectively reduce the potential of these types of attacks, virus and email systems will look at links and even click them to check for malicious sites.  The only way to not generate false results from this is to require user interaction on the website that opens.  This breaks the first point.

The recommendation by ZenDesk of changing to the Rating link does stop false results but also breaks the first point.  If you try to build your own CSAT survey, you will have the exact same issue.

One other observation I can make from my experience is that false negatives come in bursts.  We did not experience this issue, for multiple months.  Then over the course of a week we received a large number.  Then it dropped down to almost none.

Finally, based on a ZenDesk article we read about increasing CSAT results, we have changed the timing of the survey to be sent 10-hours (instead of 1) after the ticket is solved.  That makes the CSAT survey in the individuals inbox first thing in the morning.  In addition, any false results occur overnight and are easier to spot.  If a rating comes in outside our normal business hours it is likely not a true response.

View comment · Edited Nov 08, 2021 · Bill Habegger

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