• Dave Dyson

  • 14 de abril de 2022 02:29

  Hi Charity,
   
  I think you might be able to achieve this in Explore, but not via Trigger and tags. Instead, I'd try creating a Standard Calculated Metric, using the Support Tickets dataset, which contains the Satisfaction comment as an attribute, and then using the CONTAINS text function to search for those keywords in the satisfaction comment – here are some resources to get you started:
  

  • Creating standard calculated metrics and attributes
  • Tickets attributes
  • Text functions

   
  Hope that helps!
  
• yanko.chakarov

  • 13 de setembro de 2022 07:25

  Hi Dave,

  We would like to have to opportunity to use the "Satisfaction comment" text as a condition in triggers.

  Use case: Due to regulatory rules, we have to close the accounts of end-users as soon as the closure is requested by them. Sometimes, the users are requesting the self-exclusion/closure through the CSAT survey (the comment field specifically).

  Currently, we are not able to get notified by the system when an end-user requests account closure in the aforementioned field.

  This is why we've created an Explore report, consisting of each Satisfaction comment from the previous day, that our Customer Service team managers review manually on a daily basis. This is causing a lot of additional manual work for them.

  What we think might help us is to allow for triggers to use "Satisfaction comment" field in a similar manner to the "Comment text" condition:

  

  If we are able to re-open a ticket that has a CSAT comment containing words and phrases that we've pre-defined - it would be great.

  Thank you in advance.

  Yanko

• alexcurran

  • 13 de abril de 2023 11:25

  To replicate the functionality of AskNicely for tagging support tickets that contain specific keywords in good satisfaction comments, you can create a trigger in your support ticketing system.

  Here are the steps you can follow:

  1. Identify the keywords that you want to tag in the good satisfaction comments, such as "fast, quick, easy."

  2. Create a trigger in your support ticketing system that looks for tickets with good satisfaction comments containing the identified keywords.

  3. In the trigger, set the action to add a tag to the ticket, such as "positive-feedback" or "fast-easy-quick."

  4. Test the trigger to ensure that it is working as expected.

  5. Once the trigger is set up and working, you can run reports or search for tickets with the tagged keywords to analyze customer feedback and satisfaction.

  By tagging tickets that contain specific keywords in good satisfaction comments, you can easily track and analyze customer feedback to identify areas where your support team is doing well and areas that may require improvement.

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