Overview

Sometimes you might encounter good ratings even though the trigger in place is configured for sending notification emails about bad satisfaction ratings. It is possible that the requester changed their rating. Otherwise, the trigger is not supposed to get confused.

Solution

This issue could be arising because end users can click on the bad one and then change to the good one, which probably made the notification run at first.
 

Therefore it is first recommended to go over the conversations that seem to have the issue and confirm what triggers were executed. Make sure to analyze any other trigger involved that could be affecting certain tickets. Then search the notification emails triggered to review the messages and check the ratings of the affected conversations.

The recommendation is to include a rating placeholder in closure emails to end users by using macros. This will avoid the notification getting triggered while increasing good ratings because customers will be more responsive to the link instead of waiting for the email.

From this Placeholder article, the positive satisfaction rating URL is {{case.satisfaction_positive_rating_url}}

This is a suggestion to boost your surveys in overall, we understand that surveys are important for you and this is a good way to increase engagement with your customers.   When we complete a conversation, we usually send a closure email. This email can be customized manually or through a macro. But, below we will show how it looks along with the placeholder without verbatim which will actually activate the placeholder and customers will receive the survey link for this conversation.

Now the link that you see is actually the placeholder that was sent. This is a direct link to the survey for each conversation where you use the placeholder. If customers do not click on the link, they will receive the survey email. If they click on the link and complete the survey, they will not get the survey email. The customers like the link better than the emails and you can get more surveys like this.   You can configure your own closure email or just drop the placeholder in your last communication to your customer and let them know they can instantly complete the survey with a click.