需要一个满意的占位符的原因
Not plannedHello, I would like to request that you add a placeholder for the customer satisfaction bad rating原因. We use a trigger to notify all team leads when a bad rating is received. This notification includes information about the rating and ticket, and I would like to add the reason to this list:
Requester: {{ticket.requester.name}}
Assignee: {{ticket.assignee.name}}
Group: {{ticket.group.name}}
Ticket ID: {{ticket.id}}
Link: {{ticket.link}}
Satisfaction comment: "{{satisfaction.current_comment}}"
Thanks!
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Official comment
Thank you all for your feedback and upvotes. We don't currently have anything planned to address this in the roadmap but we continually reevaluate based on priorities and resources. The next time we’ll look at this again would be the second half of this year.
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in May 2021, still no news from the team? I don't get the point to propose the reasons if we can't display by the triggers?
Do you take in consideration the needs of your customers?
thank you
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Same use case.
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+1
We need the reason placeholder for the exact same use case (a bad rating triggered email).
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+1 here as well, please!
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Hi all,
to register your "+1" please use the voting buttons on the original post, and in the comments share details about your use case, or the scope and impact it would have on your workflows/business.
Thanks for your participation!
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Yes, please!
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Yes please! We need to inform our Agents about which reason the user chosed, not only the coment.
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Please consider adding this placeholder. We need it for the same reasons mentioned by everyone else. Thanks!
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+1 on this feature request.
This placeholder is absolutely required to notify team leaders here as well.
This is crucial for us to know why a ticket has been bad rated. Please consider adding this asap, thanks!
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+1 - We have the exact same use case as the original post.
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+1
We need it for the same reason outlined in the original post. Seems like an oversight, so here's hoping. Thanks! -
Interestingly, the Satisfaction Reason is available to use in triggers. So you could create a matching ticket dropdown field, and a series of triggers that populates your ticket field for each Satisfaction Reason. Then, use that ticket field placeholder in your notifications.
@...
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Same use case as original post.
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Me too.
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same use case here
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This feedback is from 2016... Do you think Zendesk will ever add it?
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+1
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We also need the reason placeholder for the exact same use case.
Thanks
Bye
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We have the same use case. It seems like just an oversight that -- when the functionality was added -- a placeholder wasn't also added to allow the inclusion of reason in a triggered Notification email.
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+1 for this
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+1 from me
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+1
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+1
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+1 again
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+1
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+1
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Following up on this. It looks like the product team had last updated in 2022. Not sure if this had made the roadmap for 2023?
Like many others, we are able to use the satisfaction reasons within triggers to notify our leadership teams--but not fully able to provide a quick, full snapshot of the CSAT. Having the ability to have a native placeholder {{satisfaction.reason}} would allow less swivel time for our leaders, quicker coaching for our support teams, and a faster resolution should a customer not be satisfied.
Pleasesign into leave a comment.
28 Comments