Can customers change their satisfaction rating?

Question

My customers rate tickets. Sometimes they give a bad score. After I solve the issue, the customer wants to change the score. How can they 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 Building 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 (CSAT), include the placeholder {{satisfaction.rating_url}}.

For more information, see Using customer satisfaction ratings (Professional and Enterprise).