Support Chops Review a dispute
When an agent disputes a rating, you get a Slack message right away. It shows the ticket, the rating, the customer's comment, the agent's reason and explanation, and a Decide by date.
Steps
- Read the agent's reason. Click View ticket to read the full conversation in Zendesk.
- Choose:
- Approve to accept the dispute. A comment is optional.
- Deny to reject it. A comment is required, so the agent knows why.
What happens next
- The decision is added to the Zendesk ticket as a tag and an internal note.
- The agent gets a message with the outcome.
- Your message changes to show your decision, so nobody can decide twice.