We are getting the following message when customers are raising ticket?
What is it all about?
The survey at the end of the ticket?
Howdy @JackTotey ,
This feature has been part of the platform for quite some time, but was "off" on our side for a while. We've fixed the issues so it's back in action.
As an admin of the platform, you can Enable/Disable this feature. Here's an excerpt from our documentation:"Enable sentiment analysis to quickly identify incidents with negative sentiment. Take action by prioritizing incidents which need attention. Sentiment data is gathered from the time this feature is enabled."
Hi @SPSDude
Thanks for the following answer!
Good morning.
I'm curious as to the rationale/value of adding this to the ticket before it's resolved. Generally, when someone has a problem such that they place a ticket it's a fair assumption that they're not in a good place.
So how is it determining a negative sentiment? I have a ticket I put in as a reminder to our tech and it was immediately flagged as a negative sentiment?
I agree with your comment Shanda, I turned off the sentiment analysis because of this and what Bkimball90 also mentioned below. It just wasn't making any sense on having it enabled.
Howdy all,
This is good feedback and I'll share with our Product Management team. I'll see if we can get them to join the thread to discuss.
What is the purpose of "sentiment detection" in the tickets? We know that staff are unhappy - something is not working = they are not happy. No one is putting in a ticket because they are happy. This seems redundant. Wouldn't the sentiment be better applied on the survey? I think that is where the sentiment detection should be focused - building out a better survey post ticket closure and better survey analysis.
I agree, this turned on without us knowing and many questions internally were asked. The resulting sentiment has never been correct, and I question the algorithm used for it's decision making. I don't really understand the value. For sentiment to be judged properly, the decision making must include contextual and situational awareness. That is still a challenge even with today's available AI. Luckily, we can turn it off. Thanks again for taking time to address the question.
