For agents

Getting your ratings, disputing them and hearing back.

• Where do I find Dispute in Slack?Messages from Dispute arrive as direct messages from the app.
• Your Home tabDispute's Home tab shows everything that needs you, in one place.
• Get help, report a problem or share an ideaYou can reach the Support Chops team straight from Slack.
• When does Dispute message me?Dispute keeps messages to a minimum: usually 2 per rating at most before you act, then one more with the outcome if you dispute.
• Why did I get a message right away?Normally new ratings wait for your 4pm message.
• What does Not disputing do?Click Not disputing when a rating is fair and you don't want to challenge it.
• Why does each rating show a "Please dispute by" date?Your helpdesk locks tickets a set time after they're solved.
• Dispute a ratingDispute a rating when it doesn't reflect your work.
• What happens after I dispute?Your reviewer decides, and you get a message with the outcome.
• "This ticket was reopened, so the rating can't be disputed yet"If a customer replies after a bad rating and the ticket reopens, you're still working on it, so Dispute waits and doesn't message you about it.
• "This ticket has locked, so it can no longer be disputed"The ticket locked in Zendesk, so nothing more can be added to it.
• "The time to dispute this rating has run out"Your team's tickets don't lock, so your team set how long you have to dispute, for example 7 days after a rating.
• Why can't I reply to Dispute?Dispute works through buttons and forms, not chat, so its Messages tab is read-only.
• "This message is out of date"Older messages may not work after Dispute is updated.