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CSAT Questions - From our agent team

  • February 8, 2024
  • 3 replies
  • 0 views
Joe29

Hi there, I had a couple of follow-up questions from my team and couldn't find direct answers in the help content. Would someone be able to advise?

  1. Will users have the ability to update their CSAT after they send it? Meaning that if a solved ticket gets a bad review and I do a follow up and does marking the ticket as solved again, will the user get a new CSAT form to change their score? Or will we need to setup rules for this?
  2. Does the form have expiration time? Meaning that a user from week 2 can grade me on week 5.

Thanks!

    3 replies

    Tetiana12
    • Tetiana12
    • February 12, 2024

    Hi Joe,

    The requester can update the CSAT response after the ticket's been rated. The CSAT link is currently available for 28 days but we might change this behaviour. You need to set up an additional automation if you want to re-send the CSAT after the follow up. 

    Joe29
    • Joe29
    • Author
    • February 12, 2024

    Hi Tetiana, thank you so much for that follow-up. How can we get the CSAT link to resend to the customer to have them update their score. Would that require the automation to just re-send the CSAT? Any tips on creating such an automation?

    Tetiana12
    • Tetiana12
    • February 21, 2024

    Hi @joe29,

    You can start by cloning the existing CSAT automation. You will need to remove the condition that verifies if the CSAT has already been sent (Ticket: Satisfaction is unoffered). You should use tags similar to Ticket: Satisfaction action/condition to make sure that a customer doesn't get multiple CSAT emails. 

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