Can customer satisfaction be compulsory before a ticket can be closed?
started a topic
28 days ago
Your clients are completely ignoring our CSATs. We are going to try a couple of other campaign initiatives to boost participation. But we are also looking into making the CSAT response compulsory before a ticket can be closed. Is this possible?
I understand that you don’t want the agent to close the ticket unless the requester of the ticket has rated the support interaction using CSAT.
Is that what you're looking for?
22 days ago
That is correct. The agent and the requester should be prohibited from closing the ticket unless the CSAT has been completed. It is a drastic measure.
Is that possible?
14 days ago
Unfortunately, we don’t have the option of using mandatory customer satisfaction reviews on Freshdesk. However, I can suggest a workaround for the same which you can try out and see if you can scale to fit your workflow.
For the agent portal:
You can create an app that will be triggered upon the click of the close button. You can make use of the survey API to check if any surveys are included in the ticket. The ticket will be closed if there is a survey from the customer.
If the customer hasn’t provided any survey, you can prompt the agent that the customer hasn’t provided any rating and therefore the ticket can’t be closed. The intercept API(Events API → Intercepting events) can be used to pause the closing of a ticket if there are no surveys present.
For example, here is an app that intercepts the ticket close event and checks if there is any timer running. If so, it rejects the close action and displays an error message.
For the customer portal:
We don’t really have a straightforward option that we can ask you to implement. A workaround that I can suggest is for you to use portal customization in order to hide the “close ticket” button on the customer portal.
Apologies for the delay in the response. Please let us know if these workarounds will be suitable for you.