Negative Sentiment Detected?

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."

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.

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.