Agents should be able to submit CSAT surveys too
Agents should be able to submit surveys for tickets in which they are the requester.
I was told that this is where I should submit a feature request. I've been discussing this issue with Zendesk support and have been told and see in the online documentation that Agents cannot submit surveys for tickets for which they are the requester.
Our Service Desk supports internal users, which includes members of our IT department. Many of the members of our IT department are Agents in Zendesk. They might need to submit a request to our Service Desk for various services and support. When their request has been completed and they are asked to comment on it through the survey process, then they should be able to do that.
I can understand why an organization that supports external customers may not want their Zendesk Agents to be able to submit survey responses, but it should be an option, especially for organizations that use Zendesk for internal support.
My feature request is for the option to allow Zendesk Agents to be able to submit survey responses for tickets that they are the requester for.
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We have a similar use case and have not enabled surveys because many of our agents are customers too as someone else said!
We'd like the option to configure surveys
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I agree with this request.
If anyone is worried about "gaming" the survey results, the results could be broken down by "agent" surveys, "light agent" surveys, "end user" surveys, etc. "End user" surveys would be the exact same thing as the current survey results, and wouldn't be tainted by team members giving one another undeserved ratings.
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Yes! Please make this happen.
Agents are Customers too!
Simple example: all of my Agents are Customers of my IT Support team. I would like their feedback as to how my technical support team is doing, as well.
Thanks for considering!
Elizabeth
The UNM Foundation
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I definitely support this request. At the very least, a company Zendesk Admin should have the right to allow/disallow agent survey submissions. I am really surprised more people have not voted for this feature.
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Agents are End-Users too. Need Agents to be able to Rate Tickets on another Brand (which we use for departments)
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Our company just supports internal customers and in some cases agents need to raise support tickets for their own issues. Agents should have the option to provide feedback to a colleague/other agent who handles their ticket.
The workaround suggested isn't ideal as we want our workflows to be as effortless as possible. Just having the option to enable the options for agents would be very useful.
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We have internal users where they are light agents and requesters. I would like to get their feedback on our support via the CSAT.
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Bob
I understand where you are coming from here.
As a workaround, you could create a dummy end user. The agent would:
- change the requester to the dummy user,
- assume the dummy user's identity,
- go to My Activities as the dummy user
- rate the ticket
- revert identity
- change the requester back to the agent's own identity
The show all events section would show the identity changes and rating by the agent.
It is a bit of a pain to do, but in the absence of this feature it may get you by.
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Agents are end users also. I just need a feature where agents can rate tickets....you can still have the feature where they can't be the person to work the ticket...but they need to be able to rate them.
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Everyone interested in this feature might want to check out this new Early Access Program:
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Hey, Matt. The link did not work for me. Is there a different one I might try? Thanks so much! Elizabeth
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Hey Matt, I couldnt get to the linked page either. Is there another link to research the EAP?
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Hi all! What Matt references is an early closed beta (which is why the link isn't available) so unfortunately we can't onboard everybody right now. It's not targeting the agent CSAT submission problem directly but it does address it in some limited cases. It's not ready for an open beta yet, and we don't have a specific date or timeframe for that. We're actively working on the beta but not specifically on the CSAT functionality at first. We'll provide an update when more information is available!
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Hi,
We use Zendesk throughout the organisation and because I am an agent I am restricted from being able to provide feedback on cases I raise with these other internal departments which limits the feedback other departments can use to improve the service they provide.
I am surprised it has not been already but please can the option to enable agents to leave feedback on cases they have not raised be implemented as soon as possible?
Thank you
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Our internal IT department use Zendesk to track tickets from anywhere in the business. Some parts of the business (such as projects teams or customer success managers/sales) need to be able to see tickets and provide notes to assist the client support team in getting it through to resolution, and therefore have Light Agent accounts. They will also need to (at some point) reach out to the IT department to have their personal technical issues resolved (computer, software, network, access requests, etc) and the IT department now have a CSAT KPI. I have now discovered that Light Agents cannot provide CSAT ratings because of this limitation. Please can you get this feature on the road map for 2019.
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I find it really odd that we cannot have satisfaction feedback on tickets created by agents or light agents. Our internal need access to Zendesk to be up to date with our customers' tickets but they also create tickets and we are completely blind with regards to their feedback.
Is this at all in your roadmap?
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