Workaround for CSAT Ratings with Multiple Agents
Learn how to manage CSAT ratings in Zendesk when multiple agents handle a ticket.
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 the original agent before solving it, ensuring they receive the CSAT rating. This is a manual process and requires coordination between agents.
More related 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…
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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