Related to another idea I submitted (
), I would like to deactivate the option for the user to leave a feedback within the CSAT rating. The reason is that we want to be able to always reach out to users who leave bad rating, help them further and have them change the rating. This can’t be done if they leave a feedback. So either we need the feedback to not lock the rating, or we need the option to deactivate feedback in the rating module. In this case, we would use buttons within the workflow to have the user leave a feedback and collect the customer reply. This way we get written feedback but also the possibility to change the rating if we can solve their issue after rating is given.