count the satisfaction replied on the right email/assignee

2 댓글

  • Eugene Orman
    Zendesk Product Manager

    Trista Wang

    Thank you for the feedback. This is actually already possible in the Ticket Updates dataset, here is a recipe - Determine ticket assignee when satisfaction rating is given

     

    -1
  • CJ Johnson

    I agree with Trista, and I'm not sure the article linked actually touches on this issue. If the ticket *already* has a CSAT, say a negative CSAT that re-opens, whoever is assigned to the ticket next inherits it. There are currently no suggestions except to make sure to re-assign re-opened tickets to the same agent, which isn't terribly helpful if you want a higher tier to take over on re-opened bad CSATs. From the comments on the article linked, it's clear this solution doesn't work/help with this scenario: 

    0

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