We are sometimes asked if it's possible to resend a survey to a customer who has already rated a ticket. This is not possible as SmileBack only allows one response per ticket.
We allow a short time window in which a rating can be changed, after that the review is closed so that we can run automations, like sending email notifications.
If you send a survey again for a ticket when a response was already received, your customer will see a notice that they cannot submit a rating again for that ticket.
If you wish to record that a customer is now happy after taking remedial action for a negative review, you have the following options:
- Mark the review as "Done"
- Write a note on the review
- Create new ticket for the follow up work and trigger a new survey
- Change the rating, however we advise you only do this in cases where the customer misclicked and never meant to give a negative rating in the first place. Bear in mind that changing the review from negative/neutral to positive will alter your CSAT score.