Simon

Our agents are reviewing each other's tickets. If a Zendesk ticket is correctly solved, they rate it 100%. These ratings do not have to be checked/viewed by the reviewee. We would like our agents to have to only view their tickets that were reviewed less than 100% or that have a comment. Agents are affected by this, by having to view all of their rated tickets.

By implementing this, agents will spend less time on Klaus and they will not be overwhelmed by the amount of ticket reviews they have to view.

This is actively affecting our use of Klaus, as agents do not check the ratings they received. Some agents then only review other tickets and do not check their ratings.

Some agents are using the Read all button, some are not even checking their reviews.

An option to show notifications only for tickets that were rated lower or have a comment, so that agents only have to check them. The option to view their 100% rated tickets should still remain.