Oliver Kanellopoulos

Hi Tetiana Gron 

I agree that it should either be a permission that can be removed depending on the role, or it should be completely removed from the ticket.

If removing the banner and adding it to the event log could be a quick fix for now, that would help. But in the long run, I don't think it should be visible to agents.

Hello,
In accordance with GDPR, it is imperative that only the minimum amount of personal data is retained. Given that comments and ratings associated with a Csat survey are not a requisite element for retention, apart from facilitating communication with the customer, it is essential to implement an automation process to delete the Csat survey data from the ticket after a specified period. A recommended time frame would be one year following the closure of the ticket.