Bryan Pascual

I couldn't agree more with your suggestions.

I was just looking for a way to achieve most of the things that Allen was talking about. It would be great to enable only specific views in Guided Mode. Maybe we could specify either multiple roles per person or change Guided mode to apply to a group rather than a role? I can see this as a fix to still allow agents a "Your unsolved tickets" view that would include On-Hold items while being unguided.

Agent Group = Tier1 & Tier 2
View1 -> Guided Tier 1 & Tier 2
View 2 - > Unguided Tier 2

That agent would see View 1 and View 2, but View 2 would be unguided as opposed to View 1, which is open to everyone in a guided view.

Just a thought.

Lee Ryall

No problem at all. I did a lot of digging on NPS and stumbled upon the missing functionality that you're looking for as well. Glad I could help. Not sponsored by SimpleSAT or anything, just sharing my experiences when shopping around from something that would integrate well with ZD with an easy to swallow price tag.

Lee Ryall

Instead of Satisfaction Feedback, would Satisfaction Reason help you better? I've been digging a bit on my end and it doesn't seem to allow you to display the free text feedback from the customer, but will show you which of the feedback options they chose. Since there's only a follow up question for bad ratings, all good ratings will just say "No reason provided".

Mods, please redact this if this is not allowed, but I was able to implement SimpleSAT recently as a temporary solution to this until there are more comprehensive tools natively available in ZD. Easy to implement and was also very inexpensive.