Satisfaction Rates - Offered Tickets

4 Commentaires

  • Pedro Rodrigues
    Community Moderator

    Hi Laura Bologna, that's odd, I can see the 'Offered' value in my reports (both datasets, 'Tickets' and 'Ticket updates').

    Can you please confirm if there is any filter that could be preventing the Offered from appearing? 

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  • Laura Bologna

    Hi Pedro,

    I can confirm that there aren't any filters added.

    I think the issue is related to the  Satisfaction settings because I can see the Offered tickets for the past, but not for the last few months. So I think that we have changed some setting, but I do not understand what. Do you have any suggestions to check in the system?

    Thanks

    Laura

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  • Laura Bologna

    I've just seen that in the Automation missed this:

    Could be this the reason why the "offered" tickets weren't detected?

     

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  • Pedro Rodrigues
    Community Moderator

    Hi Laura, if that is the automation that sends the CSAT notification email to requesters, then that's it. The 'Offered' status must be set as an action in the automation or trigger that sends the survey.

    Well spotted!

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