Matthew Murray

I agree with this completely and would add that I would like to see a way for Admins to be able to reassign a CSAT result through an admin function. That would also help in the above scenario but also when someone doesn't like the product experience they had but was totally happy with the agent there is no way to address to keep the Agents CSAT score from being dinged, especially after that ticket is closed and can no longer be reassigned. I would love to be able to redirect negative reviews about the product to our Product Team (through a user or report) and not have them ding the agents who provided wonderful service to a client who is simply upset because the product doesn't do what they think it should.