Question
A ticket has been rated but it is no longer assigned to the original agent. Who receives theCSAT ratingif a ticket is reassigned?
Answer
The CSAT rating, good or bad, will always be associated with the last assignee of the ticket. The new assignee can reassign the ticket back to the original assignee to receive the CSAT before setting the ticket to solved.
You can also create a report that identifies the assignee of a ticket at the time the CSAT was given. For more information, see the article:Explore recipe: Determine ticket assignee when satisfaction rating is given.
2 Comments
What if assignee #1 took 1 month to fix the ticket and the ticket sits there for a too long then assigned the ticket to assignee #2 then resolved the ticket. So the CSAT will be against assignee#2 although the touch point is just a day vs 1 month of assignee #1. Do we have a work around for this?
With the scenario you shared, regardless of how long an agent handles the ticket, the CSAT will always be recorded on the last assignee of the ticket. There's no automatic process that will assign the CSAT to the agent who spent the most time on the ticket. The workaround is as what is stated in the article wherein the new assignee can reassign the ticket back to the original assignee before solving the ticket so the CSAT will be recorded to that agent.
Pleasesign into leave a comment.