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Sources & notes
Zendesk supports a two-option rating after a solved ticket, with optional text and reason questions for negative ratings. Fillo supplies the wording, reason options, and page break.
After a support conversation is marked resolved. Keep its ticket reference with the response.
Divide positive ratings by answered ratings. Read negative feedback alongside the conversation and follow up on unresolved issues. Replies are self-selected and should not be an agent’s only performance measure.