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Step-by-step answers for Dispute: disputing CSAT ratings in Slack, reviewing them, and setting up your team.
Getting started
What Dispute does and how to set it up.
- What is Dispute?
- I'm not a Zendesk admin: who connects Zendesk?
- "This link has expired"
- "A Zendesk admin needs to approve this"
- Why does Zendesk say Dispute can "create, edit, and delete tickets"?
- My Zendesk address is my own domain (like support.acme.com)
For agents
Getting your ratings, disputing them and hearing back.
- Where do I find Dispute in Slack?
- Your Home tab
- Get help, report a problem or share an idea
- When does Dispute message me?
- Why did I get a message right away?
- What does Not disputing do?
For reviewers
Deciding disputes in Slack, reminders and backups.
- Review a dispute
- Decide before the ticket locks
- Reminders, backups and alerts
- What does management see?
- Disputes waiting for you
- Set a backup reviewer
For admins
Settings: timing, tags, reviewers and groups.
- When do tickets lock, and how much time does everyone get?
- We don't have a close rule in Zendesk
- Change when agents get messages
- Which ratings does Dispute send?
- Use your own tags
- Change who reviews disputes
Troubleshooting
When something doesn't look right.
Security and privacy
What we store and what the app can do.