In our customer interactions, it's common for multiple people to be CC’d or added as participants on a ticket, as there are usually several stakeholders who need visibility throughout the ticket’s lifecycle. It’s rare for a ticket to have only one participant.
Because of this, our CSAT response rates are significantly lower than they should be. We really need a way to send CSAT surveys specifically to the primary requester or participant of a ticket, and the ability to designate or change who that primary participant is.
