CSAT Surveys are never sent to AGENTS (https://support.freshdesk.com/support/solutions/articles/225424-why-the-customer-satisfaction-surveys-are-not-being-sent-). We have several GROUPS in our Freshdesk where the AGENTS in one group are often the REQUESTORS of other groups. This severely limits survey functionality since we won’t get CSAT Surveys to most of our REQUESTORS.
I propose that the scope of this restriction be configurable in the hands of tenant admins.
I’d like to see options like:
- No agents can receive survey links. (CURRENT DEFAULT)
- Agents outside the GROUP of the ticket can receive survey links.
- Agents in only these GROUPS can receive surveys (selection box to choose groups).
- All Agents will receive surveys. Warning: this means agents can fill surveys of their teammate possibly padding stats.
