Enabling and using CSAT

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  • Elise Doherty


    Do I understand from the last section that you could simply add the option to rate in the email informing customers that their ticket was solved instead of as a separate ticket?

    Thank you in advance!


  • Brett Bowser
    Zendesk Community Team

    Hey Elise,

    That is correct. You can just disable the default automation for rating a ticket and include the placeholder in your trigger that notifies the user that their ticket has been solved instead.

    Let me know if I'm misunderstanding your question!

  • Ann Chung

    When I use the placeholder {{satisfaction.rating_section}}, it does not appear as above. It is inserting the below into the public reply: 

    "How would you rate the support you received? You can copy the following URL into your browser to rate: https://internalrmssupport.zendesk.com/requests/227893/satisfaction/new/w8EyGIOv3eOtiqUKs4oPGEGe8?locale=1" 

    I have tried to create Macros several times, and it will not populate the formatted text block as in the example above. 

  • Chris Stock
    Community Moderator

    Hi Ann Chung, that's the expected behaviour when using that placeholder in a Macro. If you add the same placeholder to a Trigger or Automation the customer will see the full block that you're expecting.

  • zach.prasser

    I checked tickets for the tag I created with my automation, but I'm not seeing that the survey was offered in the Events of any tickets after 48 hrs of a Solve. I also searched for the tag and came up with nothing.

    Do you have to designate a Channel in order for the automation to work? Right now, I have it set as:

    Could it be that I have 'Ticket: Channel > is not > Voicemail', instead of something like 'Ticket: Channel > is > Email'?


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