Welcome to Portal
Hi,
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.
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
Sure David, will do!
Regards,
Ash | Zoho Desk
Please keep us up to date as well as well. Thank you!
Certainly, Allen. Thanks for adding your voice to this request.
Regards,
Ash | Zoho Desk
Bump
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!
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
No real updates at this time, Mike. Wish I had some exciting news for you.
Regards,
Ash | Zoho Desk
I am afraid not, Tom. Stay tuned for more updates.
Regards,
Ash | Zoho Desk
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
Thanks,
Shivani | Zoho Desk
Subscribe to receive notifications from this topic.
Please keep me informed on this as well. Thank you!