Do you want a delay for the Customer Satisfaction Survey?

Question

Hey everyone!

I don't know about all of you but having the satisfaction survey sent out imminently after a ticket has reached a resolved status is a huge pain!

This causes false reviews if a ticket is not truly resolved or no reviews at all. We also have a status called Resolution Suggested and that doesn't entirely mean the ticket is resolved. Since the CSAT sends Immediately, they are prompted to rate us when it may not actually be resolved.

I know other ticketing tools like Samanage and I believe ZenDesk offers a delayed CSAT. I think it would be an incredible upgrade to the current CSAT tool.

What do you all think?

If you agree I have a Suggestion ticket open for it, head on over there and vote for it!

Jack Brickey · Answer

understand that is how the workflow works today but can it be modified?

Cody Stevens · Answer

Hey @Jack Brickey,

The status Resolution Suggested is considered a resolved status. This is usually used when we do not have a direct resolution but more of a workaround. Those resolutions may not always be accepted and from that point, the reporter has the option to Accept or Decline the resolution.

Unfortunately, because we do have it as a resolved status, the CSAT is sent out with it. I know we can change it to an in progress or To Do to avoid that one situation but either way, it would be better if it was just delayed.

Jack Brickey · Answer

i'm not sure I understand what it means to be resolved but not truly resolved. You could consider having Resolved --> Closed. Resolved would be set by agents and Closed by the customer. When Closed the survey fires.