Changing Satisfaction Ratings on Closed Zendesk Tickets
Is it possible to change satisfaction ratings on closed tickets in Zendesk?
Unfortunately, satisfaction ratings cannot be changed on closed tickets in Zendesk. Once a ticket is closed, it is locked from further modifications, including changing the satisfaction rating.
However, you can adjust the time it takes for a ticket to move from 'Solved' to 'Closed' status by editing the default automation. This might give customers more time to change their ratings before the ticket is closed. For more information, refer to the section on Support default automations.
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Can customers change their satisfaction rating on Zendesk?
Yes, customers can change their satisfaction ratings on Zendesk. To facilitate this, you can create a macro that includes the placeholder{{satisfaction.rating_url}}, which generates a link for customers to update their rating. To set up this…
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To ensure the satisfaction rating link works in Zendesk macros, avoid using code span text formatting for the placeholder. Instead, type out the placeholder{{satisfaction.rating_url}}manually in plain text. Using plain text ensures that the…
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The NPS and Survey app for Zendesk is a tool that enhances survey creation capabilities by automatically inserting placeholders and offering four survey categories instead of just 'Good' or 'Bad'. This app can be a great addition if you're looking…
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