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Rachel Martin

Joined Sep 14, 2022

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Last activity Jan 24, 2025

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ACTIVITY OVERVIEW

Latest activity by Rachel Martin

Rachel Martin commented,

CommentMeasuring success

I finally enabled the new CSAT experience again after ironing out the issues with our response rates, and introduced the 5 levels of response, even though I know that you can only report on on 2 in the back end. I wanted the customers to at least feel that they had the ability to give nuanced feedback. However, I quickly discovered that having 5 levels of response hides the comments box and is only accessible if you scroll down in the CSAT pop up. Needless to say customers did not do this, and so although I was getting good volumes of responses, I got no comments, even with a prompt at the top (which looked naff!)

 

In the end I was forced to reduce the options to 2, just so the comments box would show! Everything with Zendesk seems to be a compromise; if you want one feature to work, you have to sacrifice effectiveness in another!

 

 

View comment · Edited Jan 24, 2025 · Rachel Martin

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Rachel Martin created a post,

Post Feedback - Ticketing system (Support)

The new CSAT function in the Messaging chat widget requires end users to scroll down to leave a comment, this is going to to likely mean that they will not realise this needs to be done, resulting in a loss of valuable feedback. Can this be addressed please? Perhaps make the pop-out box larger to accommodate the feedback text boxes?

Posted Jan 17, 2025 · Rachel Martin

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Rachel Martin commented,

Community comment Feedback - Ticketing system (Support)

Just being able to report on each of the 5 points in the scale would be an improvement, what is the point of introducing a 5 point scale if you're just going to lump responses into a binary good/bad? It also puts neutral as ‘bad’. Whilst I accept that it should not be classed as ‘good’ it's a equally important to understand end users who are not moved either way.

View comment · Posted Jan 17, 2025 · Rachel Martin

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Rachel Martin commented,

CommentMeasuring success

Tetiana Gron We use email, Messaging and Web and have seen a drop off across all 3. We only use Messaging with web widget.

View comment · Posted Nov 07, 2024 · Rachel Martin

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Rachel Martin commented,

CommentMeasuring success

Viachaslau 100% agree that enabling the new CSAT experience has resulted in a massive drop off of our response rate. So much so I have reverted to the old CSAT method. Actual numbers from our last 6 months below. The highlighted weeks are the ones we had the new CSAT experience enabled. 

 

Zendesk, this new feature needs a lot more work before it is going to benefit your customers.

 

View comment · Posted Nov 06, 2024 · Rachel Martin

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Rachel Martin commented,

CommentZendesk messaging

Can you end a session via an action in a macro or trigger? This would save some clicks for agents.

View comment · Posted Oct 10, 2024 · Rachel Martin

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Rachel Martin commented,

CommentMeasuring success

It's a shame that you cannot change the order in which the ratings appear. In my testing you are presented with all the negative options first which I think is going to have an impact on our ratings. I have been waiting for ages to be able to have more options than the binary satisfied/unsatisfied choice so why limit us like this? Also the neutral option is not neutral, it's considered negative. I appreciate it can be argued that anything less than positive is negative, but it would be good to have the ability to choose for ourselves and to have a neutral option which counts as a CSAT response but does not count as either positive or negative.

 

Further to this, how are the new levels reflected in Explore reports? As far as I can see, they are still split by only ‘good’ and ‘bad’. If we set the new levels how are we able to report on what has been chosen?

 

View comment · Posted Oct 02, 2024 · Rachel Martin

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Rachel Martin commented,

CommentZendesk messaging

View comment · Posted Oct 02, 2024 · Rachel Martin

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Rachel Martin commented,

CommentBusiness rules

I am getting a message that I have reached the limit of 200 tags for my account whilst creating a guide article. However, I cannot see whether this only applies to to only guide articles, or tags across our entire Zendesk account. How do I go about identifying the least used tags in order to delete them to make way for more?

View comment · Posted Sep 17, 2024 · Rachel Martin

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Rachel Martin commented,

Community comment Feedback - Zendesk AI and automation

I have noticed that Zendesk considers an out-of hours business flow and automated resolution. We have a bot flow which checks business hours and if it is out of hours, we post a message and link to the ticket form. This is not a resolution as there is no other out-of-hours option; the chat won't be transferred to an agent and so will be liable to be charged. This seems unfair.
 

View comment · Posted Jul 18, 2024 · Rachel Martin

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