CSAT Rating Assignment in Zendesk Tickets
Learn who receives the CSAT rating when a Zendesk ticket is reassigned and how to manage it.
Who receives the CSAT rating if a ticket is reassigned in Zendesk?
The CSAT rating is always associated with the last assignee of the ticket. If a ticket is reassigned, the new assignee will receive the CSAT rating, whether it's good or bad.
To ensure the original assignee receives the CSAT, the new assignee can reassign the ticket back to the original assignee before marking it as solved. For more details, you can refer to the originalZendesk article.
More related questions
How can I ensure the original assignee receives the CSAT rating in Zendesk?
To ensure the original assignee receives the CSAT rating, the ticket can be reassigned back to them before it is marked as solved. This manual step is necessary because the CSAT rating is automatically associated with the last assignee of the…
Is there a workaround for CSAT ratings when multiple agents handle a ticket?
Yes, there is a workaround for CSAT ratings when multiple agents handle a ticket. The CSAT will always be recorded for the last assignee, regardless of how long each agent worked on the ticket. To address this, the ticket can be reassigned back to…
Can I create a report to identify the assignee when a CSAT rating is given?
Yes, you can create a report to identify the assignee of a ticket at the time the CSAT rating is given. This can help track which agent was responsible for the ticket when the customer satisfaction feedback was provided. For more detailed…
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