For admins

Settings: timing, tags, reviewers and groups.

• When do tickets lock, and how much time does everyone get?You don't need to tell Dispute when tickets lock.
• We don't have a close rule in ZendeskThat's fine.
• Change when agents get messagesBy default, agents get new ratings at 4pm in their own time zone, with a reminder at 4pm the day before their Please dispute by date.
• Which ratings does Dispute send?Dispute sends the ratings that count against your CSAT score: any rating your Zendesk survey counts as Negative.
• Use your own tagsAlready tagging excluded ratings?
• Change who reviews disputesBy default, one reviewer and one backup cover everyone.
• Leave a Zendesk group out (e.g. Sales)If some groups get CSAT surveys but aren't part of your dispute process, like Sales, you can exclude them.