Tim Sexton

Sean - As stated in some previous posts above, I use the code below that seems to work well in preventing false negative reviews. All other work arounds seemed to cut down our overall satisfaction ratings altogether.  The code below only uses the {{satisfaction.rating_url}} option for negative reviews while the positive reviews are still the single-click option of {{satisfaction.positive_rating_url}}:

Hello {{ticket.requester.name}},

We'd love to hear what you think of our customer service. Please take a moment to answer one simple question by clicking either link below:

Good, I'm Satisfied

Bad, I'm Unsatisfied

Here's a reminder of what your ticket was about:

{{ticket.comments_formatted}}