How Credits Are Assigned for the Satisfaction Survey

Satisfaction surveys are important metrics in customer service because they inform us not only about customer feedback but also about the performance of our agents. When using the Satisfaction survey in BoldDesk, credit is assigned to the corresponding Agent or group based on certain conditions. This article will explain how the credits are assigned to agents.

1. When an Agent adds comments.
   
   • The credit is given to the commented Agent. The commented Agent can be any support agent.
     
     
2. When the Agent updates the status of the ticket as either Closed or Solved.
   
   • If a ticket is assigned to an agent or group but closed by the assignee or a different agent, the survey credit will be given to the assigned agent or group.
     
     • If both an agent and a group are assigned, the agent will be given priority. However, if only the group is assigned, the credit will be given to the group.
       
   • If a ticket is assigned to one agent but another agent comments on and closes it, the credit will be given to the agent who commented on it.
     
   • If the ticket is unassigned but closed by an agent, the survey credit will be given to the last replied agent.
     
   • If the ticket is unassigned and not responded to but closed by an agent, the survey credit will be given to the closing agent.
     
     
3. When the Automation Rule updates the status of the ticket as Closed or Solved.
   
   • If the ticket is assigned to an agent or group and Automation Rule closes the ticket, the survey credit will be given to that agent or group.
     
     • If both Agent and group are assigned means the agent will be considered as Priority, if the agent group alone is assigned, the credit will be given to the group.
       
   • If the ticket is unassigned and Automation Rule closes the ticket, the survey credit will be given to the last replied agent.
     
   • If the ticket is unassigned and not responded to but closed by an Automation Rule, the survey credit will not be sent.