Agent CSAT Visibility for Assembled-Scored (Sunshine API) Tickets
M
Michael Lyons
Since integrating Assembled for chat/messaging, our agents have lost visibility into their CSAT scores. Two specific gaps:
- Agent Scorecard — The "Average CSAT Score" section only pulls from Zendesk native CSAT. Because our tickets are scored via Assembled CSAT (Sunshine API channel), this field doesn't populate at all. Agents can no longer track their own scores from the scorecard.
- Ticket-level drill-down — Agents previously could open a messaging ticket and see their CSAT score + client feedback inline. This no longer works for Assembled/Sunshine API tickets.
Request: Surface Assembled CSAT data in the Agent Scorecard's CSAT section, and allow agents to click into a score to view the associated ticket and client comment — parity with what native Zendesk CSAT previously offered.
This was raised directly by frontline agents in our Q1 roundtable and affects the majority of our CSAT volume (~99% comes through Assembled/Sunshine API).