Satisfaction access

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  • Dan Cooper
    Community Moderator

    Hi Emma, 

    Agents should able to see their satisfaction comments and ratings on their tickets.  If you open a ticket that has been rated the satisfaction rating displays at the top.  My team has a trigger that re-opens tickets that have bad satisfaction and emails the agent to let them know we can do better.  You'd need to have a Zendesk support plan that allows for custom triggers to make this happen.

    In addition, you could create a view of all tickets that have been rated, Good, Good w/ comment, Bad, and Bad w/ Comment to show an agent their most recent surveys in context with the tickets.  

    Hope this helps! 

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