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Lenka Brozmanova
Joined Jun 08, 2022
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Last activity Jul 08, 2022
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Latest activity by Lenka Brozmanova
Lenka Brozmanova commented,
Hello 👋 It is totally understandable that you would like Zendesk to support this natively. However, there are some third-party solutions that provide this function, including Nicereply. In Nicereply, you can edit or delete the rating value completely. If you'd like to learn more about third-party survey solutions in Zendeks let me know!
View comment · Posted Jul 08, 2022 · Lenka Brozmanova
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Lenka Brozmanova commented,
Hello Elizabeth, it is not free. I totally understand your point of view, and I also understand it would be better for you to have this as an integrated solution within Zendesk. If you decide to give a third-party app a try feel free to reach out to us at Nicereply anytime in the future.
View comment · Posted Jun 09, 2022 · Lenka Brozmanova
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Lenka Brozmanova commented,
Hello everyone. This is Lenka from Nicereply. There are some survey apps available on the Zendesk Marketplace (Nicereply is one of them) that allow agents to provide feedback on a company's surveys as well. Thanks to that Zendesk agents are able to submit survey responses for tickets that they are the requester for. You can also set up specific surveys for these scenarios so that you can quickly see the results and satisfaction of your internal agents. Feel free to reach out if you have questions.
View comment · Posted Jun 08, 2022 · Lenka Brozmanova
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Lenka Brozmanova commented,
Hello everyone. This is Lenka from Nicereply. There are some survey apps available on the Zendesk Marketplace (Nicereply is one of them) that allow agents to gather customer feedback without them having access to the survey software. As a result, the agent is collecting feedback, but he/she will not have access to the results on a daily basis. Thanks to that feature agents are not affected by their customer feedback on a daily basis, they just go over the results with their manager once a month, week or so. You can also opt not to have the feedback pushed to the rated tickets. Since Zendesk is not planning to develop this in the coming months feel free to reach out if you have questions regarding other options available on the marketplace.
View comment · Posted Jun 08, 2022 · Lenka Brozmanova
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Lenka Brozmanova commented,
Hello everyone. This is Lenka from Nicereply. There are some survey apps available on the Zendesk Marketplace (Nicereply is one of them) that allow agents to gather customer feedback without them having access to the survey software. As a result, the agent is collecting feedback, but he/she will not have access to the results on a daily basis. Thanks to that feature agents are not affected by their customer feedback on a daily basis, they just go over the results with their manager once a month, week or so. You can also choose what information your agents are able to see and what they are not able to see if you want them to have access to the survey software. Since Zendesk is not planning to develop this in the coming months feel free to reach out if you have questions regarding other options available on the marketplace.
View comment · Posted Jun 08, 2022 · Lenka Brozmanova
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Lenka Brozmanova commented,
Hello everyone. This is Lenka from Nicereply. As was mentioned before, there are some survey apps available on the Zendesk Marketplace (Nicereply is one of them) that allow you to use and combine different CSAT scales and edit the survey question, or even add multiple questions. Since Zendesk is not planning to develop this in the coming months feel free to reach out if you have questions regarding other options available on the marketplace.
View comment · Posted Jun 08, 2022 · Lenka Brozmanova
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Lenka Brozmanova commented,
Hello everyone. This is Lenka from Nicereply. As was mentioned before, there are some survey apps available on the Zendesk Marketplace (Nicereply is one of them) that allow you to use and combine different CSAT scales and edit the survey question. Since Zendesk is not planning to develop this in the coming months feel free to reach out if you have questions regarding other options available on the marketplace.
View comment · Posted Jun 08, 2022 · Lenka Brozmanova
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Lenka Brozmanova commented,
Hello everyone. This is Lenka from Nicereply. As was mentioned before, there are some survey apps available on the Zendesk Marketplace (Nicereply is one of them) that allow you to use and combine CSAT, CES & NPS surveys. Since Zendesk is not planning to develop other survey metrics in the coming months feel free to reach out if you have questions regarding other options available on the marketplace.
View comment · Posted Jun 08, 2022 · Lenka Brozmanova
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Lenka Brozmanova commented,
Hello everyone. This is Lenka from Nicereply. There are some survey apps available on the Zendesk Marketplace (Nicereply is one of them) that allow you to use over-surveying protection. This helps you avoid over-surveying your customers. You can decide how frequently your customers will receive automated survey emails. As an example, if you set this option for 5 days and a customer creates 6 tickets within the 5 days, he/she will only receive 1 survey.
View comment · Posted Jun 08, 2022 · Lenka Brozmanova
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Lenka Brozmanova commented,
Hello everyone. This is Lenka from Nicereply. Also, there is a third way to resolve this issue. We see this happen to a lot of our customers. In most cases, bots or people randomly clicking on the survey link multiple times cause the problem. Some survey apps available on the Zendesk Marketplace (Nicereply is one of them) allow you to disable "instant ratings". The ability to collect feedback after just one click is fantastic, but you should also have the option to disable the feature. CSAT/CES/NPS performance results will not be affected by random clicks on your surveys.
View comment · Posted Jun 08, 2022 · Lenka Brozmanova
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