Csat in sharing tickets

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5 Comentários

  • Amie B

    Hi Filippo,

    The issue you're running into here on your post is the expected behaviour with ticket sharing. When tickets are shared, they don't sync user information. So when you share a ticket from your Zendesk to another one, a dummy user is created in the other Zendesk for the ticket. You can't send a CSAT from a dummy user.

    This guide here states the below:

    Sharing tickets creates a dummy user in the receiving account for each user associated with the sending account ticket. The user is created even if there is a user in the receiving account with the same name and email address as the dummy profile. If an agent in the receiving account makes a comment on this shared ticket, a dummy end-user account is created in the sending account to represent this agent.

    Shared tickets do not pass on user information. Tickets are never be linked to matching users in the receiving accounts, unless an agent of the receiving account manually adjusts the requester of the shared ticket when the user is created in the receiving account. This adjustment is not recommended as it can cause issues with the sharing agreement.

    Because the ticket was originally created in your Zendesk, the CSAT is linked to your ticket. It doesn't get passed through the ticket and a CSAT sent from the other Zendesk as that would break the logic setup of the built in CSAT feature.

    Hope this helps with this one for you. :)

    Best,

    Amie

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  • Filippo Dell’Anno

    Hi Amie,

    This make sense, but the weird thing is that the customer will receive the CSAT survey in a different language (I have different Zendesk accounts for different languages)

    In this case, could I set any trigger which allow me sending the CSAT in different idioms when the ticket has been shared? 

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  • Brett - Community Manager

    Hi Filippo,

    You can create a separate automation/trigger specifically for tickets that are shared with Zendesk B if you'd like. You'll want to include the {{satisfaction.rating_section}} placeholder in the email body. More information on available placeholders here: Zendesk Support Placeholders Reference

    Hope this helps!

    1
  • Filippo Dell’Anno

    Hi Brett,

    This is very useful

    Thank you

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  • Brett - Community Manager

    Happy to help Filippo :)

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