Trigger action "Send a ticket for rating"
A new action has appeared in the trigger settings — the ability to send the client a CSI rating request when the trigger fires.
This allows for more flexible control over when a client gets the opportunity to rate the operator's work, thanks to the wide range of conditions in the "When" and "What" blocks of triggers:
- Depending on the channel the ticket belongs to
- Depending on the company's working or non-working hours
- Depending on the ticket assignee
- Depending on the ticket subject
- Depending on the client type
In addition, in the action you need to specify the text that will be sent to the client together with the rating request.
The text can be specified in any language, which also lets you tailor the request to the client — for example, based on the language specified in the client card or on a particular channel.
A rating given by a client when requested by a trigger will be marked in the ticket and in the CSI report the same way as ratings sent by agents directly.
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.
Important: The new action will only fire in tickets belonging to channels of the "Chat" type (Telegram, widget, MAX, and others). In channels of other types (email, API channel), the action will not be performed.
In addition to this update, a record will now appear in the technical comments of the ticket card at the moment a rating request is sent to the client (both when sent by an agent and by a trigger). The new type of technical comments will be displayed only in the new ticket card design.