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Hi, 


I need to remove dummy survey responses (those I created during evaluation period), and invalid ones - responses received from Cancelled tickets - which is a custom status we use to close spam, duplicate, or internal emails. I cannot find anywhere to remove them, and one of your chat agents suggested to remove the response provider (contact). 

I'm not inclined to do what was suggested as there could be valid responses from that contact, so kindly provide another option. And I did try that too for the dummy contacts, but the responses are still there. Please advise.

Thank you.

Jordanne

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Hello,

I'm sorry to revive this thread but I'd like to know if there's any update on this request. Invalid survey responses are being received (positive or negative) and we need to remove them so it don't affect our agents' stats.

Unfortunately these are from valid tickets and so we cannot apply the workaround provided last time.

Is there a way that we can tag such responses if not yet removed? Suppose there's an invalid or duplicate response today that I need to remove by the time we produce a monthly report, how can I tag it so I'd remember to delete it from the tabulation? Adding a comment from the Survey page reopens the ticket.

Appreciate your advise. Thanks.

Hi Jordanne,

Hope you are doing well.

I understand that you would not be able to delete the entire ticket since it is a valid one.(to get rid of the rating). The only nearest workaround we can think of is to split the duplicate/invalid response as a new ticket and then delete that. However the rating feedback which is created as a thread cannot be split as a new ticket.

Regards,
Prash | Zoho Desk

As anything further been done with this? I need to keep the ticket and contact information but remove the invalid rating from the agent/stats.

  • 4 years ago

Hi Travis,

Revamp has been planned for the Customer Happiness functionality and this particular concern regarding the deletion of ratings should be addressed during its release. Though we cannot promise an ETA for now, we'll ensure to share updates here as they are available.


Regards,
Ash

Please keep me informed on this as well. Thank you!

  • 4 years ago

Sure David, will do!


Regards,
Ash | Zoho Desk

Please keep us up to date as well as well. Thank you!

  • 4 years ago

Certainly, Allen. Thanks for adding your voice to this request.


Regards,
Ash | Zoho Desk

Bump

  • 3 years ago

Could you care to elaborate your concern, Steve? If you're citing the deletion of survey responses, deleting the record would be the only workaround as of today.


Regards,
Ash | Zoho Desk

Please keep us up to date as well as well. Thank you!

  • 3 years ago

Certainly, Joyce. Thanks for checking in.


Regards,
Ash | Zoho Desk

Hello,

Any updates on this? We need to keep the tickets that these surveys are attached to, but the survey response wasn't warranted, so it needs to be deleted or disassociated with the ticket and the agent.

Regards,
Mike

  • 3 years ago

No real updates at this time, Mike. Wish I had some exciting news for you.


Regards,
Ash | Zoho Desk

  • 3 years ago

Hello,

Are there any updates on this?

Thanks,
Tom

  • 3 years ago

I am afraid not, Tom. Stay tuned for more updates.


Regards,
Ash | Zoho Desk

Hi Ash, and what if the happiness rating is given to an agent? Do I need to delete the agent to remove it? Because that's not an option.

Kind regards,

Dennis van Gulik

  • 8 months ago

Splitting the rating or deleting the ticket would be the only technical options for now, Dennis. Sorry to disappoint you. 


Regards,
Ash | Zoho Desk

  • 21 days ago

Is it possible to delete the offending happiness record from the 'Survey' table using the API and a custom function?
It would be great if we could attach a custom function to a macro accessible only to managers to run in a ticket and remove the happiness record. I don't know if there is an API available to delete/modify records in this table, or what the implications of doing so would be downstream. Zoho team, could be feasibility of this be investigated?

Hi

,

At the moment, we don’t have any APIs available to achieve this. I’ll check in with our product team for any recent updates or timelines regarding this feature and keep this post updated.

Regards,
Shivani | Zoho Desk

  • 9 days ago

Shivani,
Are you able to provide any update from the product team regarding this need to remove certain customer happiness surveys?

Hi
, Though this requirement is on our development list, we don’t have an estimated timeline for it yet. I understand this might not be the update you were hoping for, and I truly appreciate your patience.

Thanks,
Shivani | Zoho Desk

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