Satisfaction ticket field wasn't updated according to the given feedback

2023년 12월 29일에 게시됨

Hi!

The ticket attribute called “Satisfaction” has several values:

But when I gave feedback with comment, the attribute was set to just “Good” which is incorrect as there is an option “Good with comment”:

댓글 2개

날짜

Elaine

Zendesk Customer Care

2024년 1월 02일

Hi Kirill,

Thanks for contacting us on the community platform!

It seems you're working on an automation. Yes, the Satisfaction value was indeed met as the ticket received a good rating along with comments. However, I'd like to confirm that all other conditions have been satisfied. Additionally, just a reminder that this automation operates on a time-based schedule, running once every hour. Please ensure that the conditions align and the automation will trigger an hour from the last update.