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Need a placeholder for satisfaction reason

Related products:Ticketing system (Support)
  • August 17, 2016
  • 37 replies
  • 0 views
C

Hello, I would like to request that you add a placeholder for the customer satisfaction bad rating reason. We use a trigger to notify all team leads when a bad rating is received. This notification includes information about the rating and ticket, and I would like to add the reason to this list:

Requester: {{ticket.requester.name}}
Assignee: {{ticket.assignee.name}}
Group: {{ticket.group.name}}
Ticket ID: {{ticket.id}}
Link: {{ticket.link}}

Satisfaction comment: "{{satisfaction.current_comment}}"

Thanks!

    37 replies

    G
    • Greg41
    • September 27, 2016

    +1

    We need the reason placeholder for the exact same use case (a bad rating triggered email).

      M
      • Mauro17
      • September 28, 2016

      We also need the reason placeholder for the exact same use case.

      Thanks

      Bye

      S
      • Sharon19
      • January 4, 2017

      We have the same use case.  It seems like just an oversight that -- when the functionality was added -- a placeholder wasn't also added to allow the inclusion of reason in a triggered Notification email.

      J
      • Jeff34
      • November 9, 2017

      +1 for this

      M
      • Martin12
      • April 9, 2018

      +1 from me

      M
      • Mike73
      • May 10, 2018

      +1 here as well, please!

        Nicole17
        • Nicole17
        • May 11, 2018

        Hi all, 

        to register your "+1" please use the voting buttons on the original post, and in the comments share details about your use case, or the scope and impact it would have on your workflows/business. 

        Thanks for your participation! 

          A
          • Anonymous
          • December 17, 2018

          Yes, please!

            C
            • CPM
            • January 30, 2019

            Yes please! We need to inform our Agents about which reason the user chosed, not only the coment.

              M
              • Maggie11
              • January 30, 2019

              Please consider adding this placeholder. We need it for the same reasons mentioned by everyone else. Thanks! 

                Thomas57
                • Thomas57
                • July 29, 2019

                +1 on this feature request.

                This placeholder is absolutely required to notify team leaders here as well.

                This is crucial for us to know why a ticket has been bad rated. Please consider adding this asap, thanks!

                  P
                  • Predintha
                  • November 7, 2019

                  +1 - We have the exact same use case as the original post.

                    T
                    • Tim63
                    • April 20, 2020

                    +1
                    We need it for the same reason outlined in the original post. Seems like an oversight, so here's hoping. Thanks!

                      sphen11
                      • sphen11
                      • April 20, 2020

                      Interestingly, the Satisfaction Reason is available to use in triggers. So you could create a matching ticket dropdown field, and a series of triggers that populates your ticket field for each Satisfaction Reason. Then, use that ticket field placeholder in your notifications.

                      @Tim Green

                        S
                        • Sejal12
                        • July 14, 2020

                        Same use case as original post.

                          T
                          • Tracy20
                          • July 22, 2020

                          Me too.

                            Luma
                            • Luma
                            • January 27, 2021

                            same use case here

                              Y
                              • Yaniv11
                              • April 15, 2021

                              This feedback is from 2016... Do you think Zendesk will ever add it?

                                E
                                • Eylon
                                • April 18, 2021

                                Same use case. 

                                  A

                                  in May 2021, still no news from the team? I don't get the point to propose the reasons if we can't display by the triggers?

                                  Do you take in consideration the needs of your customers?

                                   

                                  thank you

                                    D
                                    • Donald14
                                    • October 1, 2021

                                    +1

                                      立
                                      • 立松
                                      • November 1, 2021

                                      +1

                                      s-sato[CREATIONLINEサポート]

                                      +1

                                      Scott17
                                      • Scott17
                                      • March 25, 2022

                                      Thank you all for your feedback and upvotes. We don't currently have anything planned to address this in the roadmap but we continually reevaluate based on priorities and resources. The next time we’ll look at this again would be the second half of this year.

                                      立
                                      • 立松
                                      • October 31, 2022

                                      +1 again

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