There are two ways in which you can change the agent associated with a CSAT review in SmileBack.
Changing the agent in SmileBack
To change the agent assigned with an individual review:
- Click on the More button on the review to open the review details.
- Next to the agents field, click on the pencil
- Start typing the name of the appropriate agent, SmileBack will show you suggestions of matching agents, and click on the check mark to save.
Changing the agent on the original ticket
You can also change the agent in your ticketing system and reload the ticket details in SmileBack.
ConnectWise Manage users only:
If you want to change the way SmileBack applies the reviews to agents, you may also want to review the agent attribution method that you use.