Allow admins to delete satisfaction ratings

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41 コメント

  • 正式なコメント
    Scott Allison
    Zendesk Product Manager

    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.

  • Temiloluwa Paul

    Indeed this has been an issue. I manage a team of customer support specialists and they have raised this issue several times.

    There should be a possibility to delete a bad CSAT that is not merited by the support specialist.

    Is there already a way around this? How can we delete a bad CSAT and remove the effect from agents report?

    10
  • Dave Tomlinson

    This is a definite issue since CSAT ratings are often used when evaluating how an Agent is performing.  Other case tracking I've used di allow Admins to adjust ratings in situations where the customer miss-clicked.   Zendesk should have some sort of avenue for Admins to take with this.

    10
  • Monika

    I support this request as it is very annoying for agents doing a good job having a false negative rating when the customer clicked wrong or did not read the answer or rate the company if there is a feature missing but not rating the answer of the agent.
    Especially if you use the CSAT as KPI and measure the performance this is not good.

    So let's not only care for customers satisfaction but also for agents satisfaction.

    11
  • John Certo

    This would be very helpful!

    10
  • Cheryl

    I agree. We receive bad ratings from users who close the issue before an agent can respond, then remark that they have not been answered. I've set up a condition in the CSat automation to stop this, but I'd like to delete the previous negative ratings before I caught the issue.

    8
  • Jordan Crawford

    Wholeheartedly agree. Other systems I have used managers could use their discretion to exempt unfair ratings that had nothing to do with the agent. It's unfair for agents to see scores that have nothing to do with how they handled the issue and we can't do anything about it.

    8
  • Rachel DeHoyos

    I'd like to request this feature as well.  I had a customer choose a negative rating on accident, and it's totally skewing one of our support engineer's ratings.  There isn't an easy or good way to get rid of this erroneous rating.  It feels like an admin should just be able to delete it?

    8
  • Jay T Proffitt

    I'd like to request this feature as well.  We have lots of spam-like emails and these get ratings from dissatisfied requesters, but these should have no bearing on the agent.   It feels like an admin should just be able to delete it?

    7
  • Elizabeth Sciacca

    I echo these sentiments.  We receive quite a few spam chats; and there are instances where the agent provides excellent service, but the customer is dissatisfied with something completely out of the agent's control. These instances should not count against my team.

    6
  • Orin

    I take it by the lack of,,,err ZERO response from Zendesk this is a feature they are NOT entertaining with pursuing.  Another fail.... And one would think all the money we are charged we would want to have this simple feature so companies can report of pure CSAT and not false metrics... SMH... 

    8
  • Carley Parker

    Zendesk Administrator why are ya'll sleeping on this?

    8
  • Idriss Nasri

    Up to this!

    How is it even possible to not consider this?!

    Last week we received a spam email and one of our agents closed the ticket without answering (we all know we don't answer spams). The spammer received the CSAT inquiry and gave a bad score and now I can't delete it?..

    I have plenty of this in my department, please consider giving the admins (or at least the owner of the account) the possibility to do this!

    9
  • KIM S

    It would be very helpful and more accurate to allow an admin to remove bad ratings which are clearly not applicable. It skews the actual analysis of agent and team overall performance. 

    8
  • Puneet Misra

    Hi Zendesk, Any updates on this? 

    7
  • Wayan Bray

    Hi Zendesk, I'd like to request this feature as well.

     

    7
  • Steve Fellowes

    As a Manager and Admin, I too would also like to be able to delete bad csat feedback when we deem it invalid.

    8
  • Jay T Proffitt

    Admin any updates on this?

    7
  • Carley Parker

    Zendesk Administrator Looking at these comments it sounds like a lot of your customers would really appreciate the addition of this very simple feature..

    9
  • Jeff Cardoso

    Zendesk Administrator this is very problematic!

    6
  • Scott Allison
    Zendesk Product Manager

    Hey Everyone, I'm one of the Product Managers here at Zendesk. Thank you all for sharing your feedback and your thoughts on this area. So far we don't have anything planned to address this in the roadmap over the next 9 months. We do regularly revisit and reassess based on your input, and update our roadmap plans once a quarter. If this becomes something that bubbles up to become a priority then we'll be sure to update this thread. 

    -1
  • John Certo

    This has been an issue for quite some time. I find myself having to manually calculate CSAT because I cannot delete invalid CSAT. I also have to explain to senior leadership when I share my dashboards why CSAT is incorrect and why the manual score is accurate.   

    7
  • Steve Hayman

    Would LOVE to see this feature. 

    5
  • Zack Bryson

    It's dishearting for agents to receive negative reviews that do not reflect the quality of service provided, as performance-based incentives often depend on CSAT data.  It is crucial that we have the ability in software to calculate these scores.  Disappointing to hear that it isn't on the roadmap for the next nine months or that this hasn't been considered internally at Zendesk. 

    6
  • Jay T Proffitt

    By not having this feature service reps are disadvantaged from getting an accurate CSAT.  Fake/spam ratings don't help anyone.

    5
  • Rachel DeHoyos

    I agree, I think Zendesk should seriously consider this feature sooner than post 9 months.  My management is frustrated that we can't get rid of erroneous scores and it's to the point where they might start considering other platforms.  Our service reps are also disheartened b/c every time they log in they see their score and if it's falsely low that's not good for morale.

    4
  • Lenka Brozmanova

    Hello 👋 It is totally understandable that you would like Zendesk to support this natively. However, there are some third-party solutions that provide this function, including Nicereply. In Nicereply, you can edit or delete the rating value completely. If you'd like to learn more about third-party survey solutions in Zendeks let me know!

    0
  • Jim Gotti

    It does not enstill confidence in the ZD product when we have to state, yet again,  "that the CSAT you are seeing is not an accurate representation"  of what is taking place.  

    We utilize ZD with various integrations to other systems and it causes too much manual work to correct downstream services/reports that have bad data from an invalid CSAT that ZD calculates without the ability to delete erroneous satisfaction results. 

    5
  • Johnathon Jeffery

    27 Businesses that have gone through the effort of creating an account to post wanting this, we have to wait 9 months for another update? 

    That seems a bit short-sighted.

    3
  • Steve Eli

    I whole heatedly agree with this request and all the comments posted here. Until Zendesk implements a way to do this, an interim solution here might be to filter out the tickets that you designate in some fashion and make your own CSAT calculation. There's a default "Report" in Explore called "Satisfaction: Satisfaction score [default]" and it looks like this:

    If you go to your ticket and mark it in some fashion, like say with a tag or a custom field, you can filter out the ticket data from the calculation by using the Add button at the top of the filter row, add your field, and then choose the Excluded tab and mark your thing. Just don't forget that Explore is an hour behind if you do this filter trick and expect a live change.

    3

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