About CSAT ratings in messaging

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  • Elise Doherty


    If I enable the function but disable the trigger, am I able to use the CSAT placeholders in other triggers without generating a dedicated email? Thank you in advance!

  • Brett Bowser
    Zendesk Community Team

    Hey Elise,

    Excellent question! Yes you can enable CSAT's on your account and just make sure the automation is disabled so the email notification does not get sent out after a ticket has been solved.

    Let me know if you have any other questions!

  • Richard Almeida

    Hi ! Great post and thanks for sharing 😄. 

    Actually, I'm using a placeholder to send a CSAT survey on WhatsApp support in status Solve Ticket, but Zendesk offers a native CSAT to WhatsApp or another option ? 

    I try to find anything like Chat Like / dislike 



  • Dave Dyson
    Zendesk Community Team

    Hi Richard,

    It sounds like you're using the correct method for sending CSAT surveys via WhatsApp – see Measuring CSAT on Whatsapp and Facebook messenger

    This article is about Zendesk Messaging, which works differently; for more information, see Introducing Zendesk Messaging

  • Антон Минцев

    When we can expect the feature will work in other languages as well?  
    We have to disable it as CSAT messages were re-opening tickets. 

  • Barbara


    Is there a way to limit social messaging CSAT to be sent only once in XX days? Thanks.

  • Scott Allison
    Zendesk Product Manager

    Barbara Can you explain more about why you want to limit CSAT in this way?

  • Barbara

    Hi Scott,

    We regularly communicate with the same requesters via social messaging tickets (Whatsapp). It might get a little annoying for the requester to receive a CSAT survey after each conversation.



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