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Satisfaction review for ticket with multiple assignee history.
2024년 2월 15일에 게시됨
I would like to have the satisfaction review linked to each agent that has been assigned to a ticket.
Actually right now only the last agent assigned is affected by the satisfaction review left by customer.
How can I do to have report where the satisfaction is applied to all agent assigned.
IE:
My ticket 1234: has been first handled by agent 1 from customer support level 1.
The ticket 1234 is then forwarded to the finance team and is handled by agent 2.
The ticket is solved and receive a good review.
Only agent 2 will be implacted by the review. I would like the review to be reflected in reports in both Agent 1 and agent 2, AND also in group customer support level 1 and finance team.
Is there a workaround to make this?
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댓글 2개
Brandon Tidd
Hey Léna Consultante Zendesk,
While the out of the box functionality is really focused on the notion of 'last agent wins,' Zendesk partner Qvasa has crafted somewhat of a workaround for this in their tool. I'll flag this post to them for review.
Brandon
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Amer
Hi Lena, Qvasa has solved this problem. I would love to take the time to walk you through our product and how we've solved for multi-agent / multi-group statistics.
You can directly install our app and I'll enable our CSAT analysis tool for you. Or If you'd like you can book time directly with me here:
https://calendar.app.google/gkwwi3aZwY1ddvXp9
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