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When a customer rates a ticket, the agent receives a notification that a new comment is added to the ticket.
I couldn't find any way to customize that notification as it is the same as the "Requester replies to Ticket"
To me it should be 2 different ones:
We should have a Rating notification template that includes the rating (and the comment)
We've had to add automation rules which means that the agent receives 2 notification which is not really efficient.
To me it's a must so that the agent can react quickly to dissatisfied customers.
That indeed is a good suggestion and we completely relate to your requirement. We'd make sure to add it to the request bucket and let our team work on that.
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