Robert Jerina

Lucky if you can switch back. Some of us can't and are forced into this nonsense.

I emailed our Account Exec multiple times about it and they have yet to say anything to me in return.

I received an alert on my Zendesk at the top saying they would be automatically "upgrading" me to Agent Workspace on March 6th. I assume everyone is going to be forced to it soon.

Darren Bell They forced us at least to Downgrade (they say Upgrade) to Agent Workspace on/by March 6th (Monday). It seems like they are forcing everyone to move that route.

Zendesk really went backwards with the Agent Workspace. If the Agent Workspace was standard back when we switched to Zendesk back in 2015 we would have hard passed on Zendesk and went with someone else. I have a LOT of angry Agents today after doing the cutover early so we could get ahead of the change. What a disaster the Agent Workspace is and whomever decided to force it on everyone at Zendesk should probably be fired because they don't know what their customers want or need.

Nicole: No. That would be incomplete and therefor wouldn't even be recorded, which is fine. If they really want to leave positive or negative feedback, they should be taking the time to help us understand why they are giving that rating. An incomplete survey would be no data instead of inaccurate data, which we are fine with. I don't see a problem with giving us the option to require a message be entered on the survey. If that doesn't jive with others then don't enable it. But we would rather have accurate data instead of inaccurate data. This week so far we've have three unsatisfied links clicked that were mistakes (we verified with the customers). 

When a ticket is solved, the customer get's an e-mail notifying them that it has been solved with the two simple links "Good, I'm satisfied" and "Bad, I'm unsatisfied". We just got another one. Two of them in two days. Even if they are real, we still WANT the customer to be required to tell us why they are unsatisfied. Not only would that fix the problem for the misclicks, but it would make those that are unsatisfied think about and explain to us why they are unsatisfied so we can better follow up with them instead of just calling them blindly.

I really don't think updating the verbiage is going to solve people accidentally clicking a link. The problem is already that they aren't reading and comprehending they are clicking a link they probably don't want to click. If they aren't reading it in the first place, we can change it to say whatever we want and it isn't going to change someone from accidentally clicking a link.

I think we would rather customers provide us feedback in the first place on why they feel they are unsatisfied rather than Zendesk just making it as bad because they clicked a link. 95% of our bad satisfaction ratings in the last 12 months are because end users misclick the unsatisfied link in the e-mail. That is a problem. I shouldn't have to work around a poor design to get accurate data the first time around.

I fail to see how inaccurate feedback is better than accurate feedback.

We need to be able to customize the customer satisfaction survey better. Our current problem is that for the past 6-12 months, multiple customers have accidentally clicked the "Bad I'm unsatisfied" link in the closed e-mail which INSTANTLY provides the engineer a bad rating. We know it's accidental because when it happens, usually the customer requested the ticket be closed with their thanks and we've even gone as far as contacting them inquiring about it. Usually it is an "oops sorry, I must have misclicked" we get when we ask them. 

Being able to customize the customize the customer satisfaction survey to make it so either the customer has to verify they want to leave a positive or negative rating or even requiring a comment be present for a positive/negative satisfaction rating would solve this issue. It would also give us more information on WHY the negative satisfaction rating was left instead of the customer being able to leave it blank and provide us zero feedback on how we could have better served them.

Because of this problem, our satisfaction rating is being skewed by these accidental clicks which mean that the customer satisfaction rating within Zendesk now because complete useless as far as rating and analytics go. This should have been a part of these feature since it's inception.