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Satisfaction ticket field wasn't updated according to the given feedback
Publicado 29 dic 2023
Hi!
The ticket attribute called “Satisfaction” has several values:
But when I gave feedback with comment, the attribute was set to just “Good” which is incorrect as there is an option “Good with comment”:
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2 comentarios
Elaine
Thanks for contacting us on the community platform!
It seems you're working on an automation. Yes, the Satisfaction value was indeed met as the ticket received a good rating along with comments. However, I'd like to confirm that all other conditions have been satisfied. Additionally, just a reminder that this automation operates on a time-based schedule, running once every hour. Please ensure that the conditions align and the automation will trigger an hour from the last update.
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Tetiana Gron
Hi Kirill Akimov,
As we plan to introduce multiple questions, we are mapping results from the new CSAT solely to 'Good' and 'Bad' categories.
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