Question

A ticket has been rated but it is no longer assigned to the original agent. Who receives the CSAT rating if a ticket is reassigned?

Answer

The CSAT rating, good or bad, will always be associated with the last assignee of the ticket. The new assignee can reassign the ticket back to the original assignee to receive the CSAT before setting the ticket to solved.

You can also create a report that identifies the assignee of a ticket at the time the CSAT was given. For more information, see the article: Explore recipe: Determine ticket assignee when satisfaction rating is given.