Action "Send a ticket for rating"
The "Send a ticket for rating" trigger action lets you send CSI rating requests to clients depending on certain situations:
- When a message with specific text is sent by an agent
- After a certain amount of time has passed since the agent's last message
- When an additional field is filled in
- Based on a specific agent or group of agents assigned as the assignee in the ticket
- Based on the text of the ticket subject
- Only to clients with "VIP" status
In the trigger action, you need to specify the text of the message that will be sent to the client together with the rating buttons — it can be written in any language.
This lets you control which language the client receives the rating request message in:
- Based on the specific channel the ticket belongs to
- Based on the language in the client's profile
- Based on the text of their messages
It is important to keep in mind that the trigger will only be able to perform the "Send a ticket for ratingt" action in a ticket belonging to a chat channel.
This is because in tickets of other types (for example, in tickets from email channels), a rating request can only be sent to the client within an agent's reply.
The trigger action does not depend on the global CSI settings. It will work even if automatic sending of rating requests is turned off completely or turned off for certain channels in the "Settings → CSI" section.
If the conditions for sending a rating request from the general CSI settings (changing the ticket to a certain status) coincide with the trigger firing, two rating requests will be sent to the client.
After the client gives a rating, it will be shown in the technical comments inside the ticket, as well as counted in the CSI report.
Sending the rating request itself to the client will also leave a record in the technical comments.