Replying to email of a resolved issue automatically giving 1 star customer satisfaction

Question

When a user replies to an email of a resolved issue, it automatically gives a 1 star customer satisfaction for that issue. 
How do we stop this? As the end user is unaware of the score they are giving and it makes our stats look very bad!

Angélica Luz · Answer

Thank you for the information, Trevor.

I’ve been watching the tickets and the internal bug, but there are now new updates and none of them confirmed if the issue happened only when using outlook.

To better investigate this issue, I’ll create a ticket with our support, because the next step would be checking the mail header of the email where you replied and added 1 star, and as it contains sensitive information, we won’t post here.

I’ll create a ticket and add all the information and tests and after it’s created, you will receive a confirmation email.

As you tested and were able to replicate, go to the Sent emails folder, right-click on the email you sent to Service Desk (the one that added 1 star to the ticket) and click on “View source”. Please, post the header of the email on the ticket.

Trevor Clark · Answer

Hi angelica, please see below screenshot from this morning.
morning.

Angélica Luz · Answer

Hi Trevor,

We tested here using Office365 on Mac and Windows, but the issue didn't happen.

I found two new cases with our support related to the same issue and I've been watching the tickets to get more details.

Can you please check the history of the tickets if it shows who made the changes to the star rating? If possible, send us a screenshot.

Regards,
Angélica