Original agent attribution for CSAT surveys

Business problem

Customer satisfaction survey results are currently attributed to the agent who most recently closed the ticket, rather than the agent whose interaction triggered the survey. This leads to inaccurate performance reporting when a customer provides feedback after a follow-up interaction occurs on the same ticket.

Wished result

Survey responses should be attributed to the specific agent who handled the conversation preceding the survey trigger. Even if a ticket is subsequently reopened and closed by another agent, the original feedback should remain linked to the agent responsible for the service that was actually rated.