Zulq Iqbal

Hi Kyle

That's weird, I have not received a false positive since I've been running this method in over 2 years. Even for those running "on the hour" or "30mins".

This must be another issue.....

Hi,

Following some recent security incidents where end-users with duplicate names are being added into tickets by accident and then information being sent to them has caused some issues, I was hoping Zendesk could offer a restriction whereby an end-user could only be added as a requester or CC contact if their domain fits inside the organisation of the ticket. And if you wish to add someone outside of the tickets organisation domain, then provide a pop-up notification to verify you wish to add that end user.

Human error exists, I understand that, but I need to find a way to mitigate this where possible.

Looking for guidance on how the community are handling this situation.

@... - Check out my post and try amending your trigger for CSAT survey. This should fix your issue like it has for me.

All,

Since my first ever post on this thread 3 years ago, I am shocked that Zendesk haven't found a fix to this problem based on the number of comments left by other zendesk users.

What we had to do was replace the bad URL link with the default URL. A customer will always leave a bad comment if they have a bad experience so taking them to another page is not an issue, but this stops any "automated" systems leaving you 'false' bad scores. 

Replace your existing bad link with the link below but leave the visible name as Bad, I'm Unsatisfied.

Good, I'm Satisfied

Bad, I'm Unsatisfied

Hopefully this helps a few of you. I have not seen a drop of CSAT response rate but I definitely have seen 100% fix of false responses.

Thanks,

Zulq