Satisfaction Rating Reassignment - Frequently asked questions
Discover who receives the satisfaction rating when a ticket is reassigned. Explore multiple FAQs to understand the process and implications of ticket reassignment in Zendesk.
Frequently asked questions
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…
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…
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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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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