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Workflow : Créer une vue pour afficher les notes de satisfaction avec commentaires



Modification le 24 oct. 2024


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Hello,

I would like to read the comment the client has added when he gave a "Good"  satisfaction rating

What is the name of the field i should had to my view ?

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Brett Bowser

Zendesk Community Manager

Hey Bruno,

I did some digging and it doesn't look like there's a Satisfaction Comment column you can add to your views. You'd need to go into the individual ticket to view the users comment they left when they rated the ticket.

I hope this clears up any confusion!

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This doesn't includes messaging ticket. Any idea on how to display the satisfaction's comment in the ticket or report, when it's messaging ticket.

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Gabriel Manlapig

Zendesk Customer Care

Hi Lena,

When you enable CSAT (customer satisfaction ratings), a simple survey is added to your messaging workflow, allowing your customers to provide feedback about their support experience. For more information, please see this article: About CSAT ratings in messaging

A CSAT survey request is triggered when a ticket created through a customer interaction in the Web Widget, mobile SDK, or a social messaging channel is marked as Solved.  Please take note that: “CSAT Comment is available for Web Widget and mobile SDKs only”.

For reference, please see sample screenshot below:

And as of the moment, Messaging attributes do not include Satisfaction Comment in Explore reporting. You can check our Metrics and attributes for Zendesk messaging for your reference.  We hope that answers your question. Thank you!

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