Feature Request - Hide CSAT Score

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  • Ramin Shokrizadeh
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    Hi Claire,

    Thanks for sharing your feedback regarding the current logic for the CSAT survey. Across Zendesk products, visibility of CSAT scores to agents is done to provide them context and offer managers to assist in saving the potentially negative customer experience.

    At this point in time, we do not have plans to remove the scoring from the agent interface but I do understand how it can lead to awkward situations. Especially when the agents performance and potentially pay is dictated by the rating.

    Having been a front line chat agent before, I would suggest working on processes internally on how to handle these cases (like transferring or inviting a manager into the chat once a negative rating has been submitted). This can help prevent the agent from reacting to the negative rating. 

    The only alternative I can suggest is turn off CSAT in Chat and send a survey afterwards, either via email or from the ticket created from the chat transcript.

    Thanks,
    Ramin

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  • Claire
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    Hi Ramin,

    Thanks for the suggestions! I think sending the survey after the chat is a great idea :)

    Claire 

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