If you've set up to manage a multiple brand Zendesk in the Enterprise version of Zendesk (see Setting up to manage multiple brand Zendesk accounts), customer satisfaction rating does not work the same way it does in a stand-alone Zendesk. This is because customer satisfaction rating requests are sent to end-users via the spoke accounts, which means that the responses you get will not be associated with the agent in the hub Zendesk who solved the ticket.
You can track the overall satisfaction rating for each spoke account. You can get the total number of good and bad ratings from the Reporting CSV Export file. This files contains details for all tickets (excluding ticket comments) over the last 3 months, including the satisfaction score.
Community tip!Arnaud de Theux created a script to automatically fetch the satisfaction score of each spoke plus the main hub. Check it out in our community forums!
To download the CSV report
Click the Manage icon () in the sidebar, then select Reports > Export.