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Apologies if this has already been asked, haven’t found anything related in the search results.

 

Is there a way to prevent my agents from being able to see the Satisfaction Survey responses in tickets? Currently it gets put into the ticket as a reply and emails the agent to tell them a response has been received. 

I don’t want my agents to be able to see the responses or results of a satisfaction survey because I have a requirement to review responses and make sure they are genuine and not likely to have a negative impact on my agents just because an end user feels like being mean.

Hi 

 

You should be able to do this by editing the role.
Please see screenshot below. 

 

 

Hi 

 

You should be able to do this by editing the role.
Please see screenshot below. 

 

 

That did the trick! Thank you!

 

Do you know if there is a way to stop the agents getting the notification or email response that tells them their ticket has received feedback? (other than disabling the reply template and switching to a workflow)

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