Hi,
Do you have a timeframe when the new CSAT features will include reporting in explore, updates to the text on tickets and also have the results available in integrations and APIs I.E. with Gainsight?
While the expanded customer experience is great without the above there is a big gap in its usefulness for gathering meaning customer experience data and driving better actions from the results.
Stephen
Hi Stephen,
Currently we report CSAT results to the Satisfaction tab in the Support dashboard. It is on our Q2-Q3 2024 roadmap to introduce public API and improve CSAT Explore reporting including reporting on the actual CSAT selection.
Thank you @tetiana12 for these details. One additional questions on what is in scope for the enhancement.
Will we have the ability to limit visibility of this banner on tickets. I would like to stop all agents from seeing all survey results.
Ideally, we would like a choice of a display option potentially by role but as a minimum the ability to turn off the banner for everyone.
Thanks! This is enough information to consider the request.
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