I don't know about you guys but I am the Zendesk administrator and the point of escalation for the company, I deal with all the difficult customers but I also deal with everyday tickets so I would like to keep my hard-earned satisfaction rating where it is, without the awkward and difficult customers (who everyone knows will use the satisfaction survey as a mouthpiece) lowering my percentage and therefore, the overall Zendesk percentage.
To achieve this, I edited the Request customer satisfaction rating (System Automation) to include the following condition which I added under the All conditions section:
Contains none of the following: jagger
I add the tag jagger to any difficult customers which have been escalated to me and when the automation finds the tag 'jagger', no satisfaction survey is sent which keeps my (and therefore the helpdesk) satisfaction percentage where it should be.
Why 'jagger'? Well, like the difficult customers, he couldn't get no satisfaction either...
My helpdesk staff are not aware of this and I only use this for escalated and difficult tickets where I know they will never be satisfied.
Cette publication n’accepte pas de commentaire.