Can customers change their satisfaction rating?

Question

My customers rate tickets. Sometimes the customer gives a bad score. After I solve the issue, the customer wants to change the score. How can the customer do that?

Answer

End users can change the satisfaction score for a ticket. Automate this with a macro that uses the placeholder {{satisfaction.survey_url}}.

To create a macro for tickets:

In Admin Center, open the Macros page

Click the Add macro button

Enter the macro name, then add actions as described in How to build macro action statements

Click Create

This displays a link for the customer to change the satisfaction score for the ticket.

Note: If your account uses legacy customer satisfaction surveys (CSAT), include the placeholder {{satisfaction.rating_url}}.