Allow admins to delete satisfaction ratings
Non planifiéeAdmins should have the ability to delete csat scores that are deemed invalid or do not reflect the quality of support provided. For example, our customers will sometimes leave a bad satisfaction score because they are frustrated with a vendor we are partnered with rather than with the agent's support. Even if we delete these tickets, the agent's satisfaction scores are still affected by the rating on the deleted ticket. It would help us a lot if admins could just delete these ratings or if when the tickets were deleted, the ratings were also deleted.
Other Similar Complaints:
https://support.zendesk.com/hc/en-us/community/posts/209930757-Can-you-invalidate-satisfaction-survey-responses-
https://support.zendesk.com/hc/en-us/community/posts/203190353-Removing-Bogus-Customer-Sat-Scores
https://support.zendesk.com/hc/en-us/community/posts/360004381108-Removing-invalid-chat-ratings-from-tickets
https://www.reddit.com/r/Zendesk/comments/emptcc/a_way_to_remove_negative_feedback/
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We need this as well
Adding another idea below
Trigger - > Admin Center
Agent Marked the chat with Category X
Action: Remove Satisfaction rating.
This will benefit my QA team as well and in general Csat. -
I am certified in NPS and have implemented NPS and CSTAT for several companies. Zendesk actually should have this on the road map for Q4 22. Its about what's called (closing the loop) and these scores directly effect any business who uses them to merit, raises, performance, and overall KPI.
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We'd like to control this as well, it's demoralizing.
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We also need this. Abusive and sexually charged language on comments should be able to be deleted. Leaving the rating is OK with me, but no need to have the comment hanging around forever if it is like that.
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Any update on this?
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Thanks for all your thoughts and votes, we really do appreciate it. Unfortunately enhancements to CSAT are not currently planned on our roadmap. We continually reassess and priorities can change, so this doesn't mean we won't ever get to it.
However, I want to reiterate a partial solution that Steve Eli posted earlier in this thread. You can mark tickets with a tag, and then use that tag to filter them out of Satisfaction reports in Explore. This won’t remove the response on the ticket, but does provide you a way to exclude them from your reports.
For example, you Add "ticket tags", then choose the tag to exclude:
An alternative approach is to use one of our marketplace partner solutions. Both NiceReply and StellaConnect allow admins to remove/edit responses.
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Scott Allison or Scott Allison
Thanks for the recognition of my post and acknowledgement of this request, but I know i speak for others in this thread that we would urge Zendesk to prioritize this request. Sure in Zendesk, we can hide specific surveys from the reporting in Explore, but we can't delete the rating or the feedback received which is what I thought was the request here. Too many times has our staff been rated on a survey and when we reach out to the customer about their feedback, they tell us that they thought they were rating another company, even though our survey email to them clearly states our company and product name.
We shouldn't need to make a exception for the ratings as my workaround post provided, or an automation like Michael Kyriakou stated. We should have the ability to control or adjust the satisfaction ratings or responses like Larry Click requested and not penalize the hard working team members for them to see demoralizing feedback every time they return to the ticket they worked hard to create. I know opening up such a feature would introduce the ability to skew the responses and ratings of the customer, but if the customers responses were not accurate, or were abusive, why should those ratings and responses be something we have to live with forever?
Yes we might be able to use another companies product to achieve changes to surveys, but we shouldn't have to. -
To add the Tag workaround, how can I have only the admin have access to add a Tag to a ticket? As I only have the option for all agents and not able limited to a certain role.
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Question for Scott Allison
For tickets that are marked unsatisfied, and are not relevant to what actually the customer is stating. If we simply delete the ticket from Zendesk will this reflect the updated % on the canned reports in(Analytics)
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Joe Anderson-McAulay Yes, if you delete the ticket then the data should also be removed from Explore. More in this Help Center article about deleting tickets.
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How long does it take to see the tag that was added and be able to filter it on the report you suggested? I just added a tag to specific tickets and I cannot see this tag yet in the report? I was thinking it should probably take an hour correct?
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Just adding another vote for this feature.
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We absolutely need this! Some of the bad ratings that are left for our agents are unwarranted and should absolutely be removed.
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Growing increasingly frustrated with the lack of basic functionality with ZenDesk. If developing a CSAT programme, a basic requirement should be to allow admins to review and delete. It's like developing a car with no steering wheel.
Almost every other 3rd party provider of CSATs has this function. Skewing the reporting is not the answer.
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Alguna actualización?
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Zendesk team we need to be able to perform this simple task. Please make sure this is ready before Q4. I asked well over a year ago and still seeing this question is very disappointing.
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Please make this an update; this affects our agents bonuses and while creating an additional tag is helpful it's not a good solution for the long-term, especially since agents can add those tags themselves.
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Hello Zendesk
I need an answer from Sr. Leadership. We need this update put in place.
Please let all of us know when this is going to be on your next Sprint.
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Tetiana Gron When is the delivery date for this new experience? It was very disheartening to read through a year of requests here from so many Zendesk users only to be told that this hadn't been recognized as an issue you wish to address as a company.
Will this new CSAT experience also include after call survey functionality? I've built out a email follow up work around to this serious lacuna in Zendesks CSAT offering but ideally there could be an after call survey like is standard in so many other systems. -
Hi Forrest Gamba,
The new experience will be available this year and we are going to iterate on the CSAT feature during 2024.
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I wish I could give the official answer a bad rating
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Can we get an actual date on just (coming up) or (In Q1) we need a launch date and for an email blast to go out to clients.
Thanks!
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Joe Anderson-McAulay, you can sign up for the EAP via this form. You can provide feedback about EAP in Zendesk Support EAP Customizable CSAT.
New CSAT experience will be generally available in Q1.
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If you are getting emails from the unknown or spam users. Instead of solving it and taking it to the process. You can "delete" the ticket or you can "mark as spam".
This will avoid sending the CSAT rating to those Unknown/Spam users.
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