Support Chops What is Dispute?
Dispute gives your support team a fair, simple way to dispute the scores agents are judged on, starting with CSAT ratings from Zendesk.
How it works
- At the end of their day, each agent gets a Slack message listing any new negative ratings, each with a Please dispute by date.
- If a rating doesn't reflect their work, the agent clicks Dispute and explains what happened. If it's fair, they click Not disputing.
- Their reviewer approves or denies the dispute in Slack.
- Dispute adds the decision to the Zendesk ticket as a tag and an internal note, so approved disputes can be left out of your reports.
Why teams use it
- No dispute gets missed. Everyone always knows how long they have before a ticket locks.
- Everything happens in Slack. Agents and reviewers don't need to log in anywhere new.
- Decisions are on the record. Every outcome is saved on the ticket in Zendesk.