Why I can't rating?

Hello @yuji, it looks like the status of that ticket ID is already Closed, and that's why you can't rate the request.

My guess is that the trigger/automation/macro that sends the satisfaction rating to the requester is also changing the status to Closed (or triggering a rule that does it). You can review this in the ticket events, and fix the workflow from there.

In these cases it's always recommended to send the CSAT survey when the ticket is Solved, and change the status to Closed afterwards.

Hello Pedro.

Thank you for your reply.

I understand.

I will contact them.

Thank you.

Hello, Pedro Rodrigues.
I contacted them.
But they claim to be "can rating”.
Of course, it cannot be rated.
Is there any other cause?
Thank you.

Hello @yuji, have you also checked if the customer clicked to rate after the ticket status changed to Closed?

My guess is that the ticket was solved, satisfaction survey was sent, then the ticket status changed to Closed, and only then did the customer click to rate. And because it was Closed, they couldn't add their CSAT rating.

If this is not the problem, then it's probably better to investigate in detail. Would it be possible to share examples/screenshots showing the ticket events when satisfaction was offered and afterwards, please (omitting any private/confidential information)? If not, I recommend contacting Zendesk Support directly for troubleshooting this in detail.

Thank you!

Hello Pedro Rodrigues.
Thank you for your reply.

The customer cannot rating it.
No rating has been sent.
When the customer clicks on the link, the message in the attached image is displayed.
Does that mean can't rated it when it's closed?

Thank you.

Hi @yuji,

"Does that mean can't rated it when it's closed?"

That's correct. You need to make sure to change the ticket status to Closed after the requester has rated (or after a couple of days without rating, for example).

Hello Pedro.
Thank you for your reply again.
I understand the cause.
Thank you very much.

You're welcome, happy to help! :-)