Ability To delete/disable Rating On Customer Satisfaction

Problem Definition

Sometimes we need to just get to know the feedback of the customer as comment only without any rating.

Example:

1. Customer Logs a Ticket
2. Issue described in ticket is not related to our department
3. Ticket is resolved as declined with explanation
4. Customer gives low feedback store.
5. It is not possible for admin/management to delete a rating from an issue that was unfairly provided to an Analyst.

Solution

• To be able to disable rating and just use comment or delete the rating to be excluded in reports.
• To flag the ticket as not related to your department and then filter those out of any reports.
• Alternatively, can give users the ability to remove the rating as well.
• Ability to disable CSAT based on users.