Customizing your customer satisfaction survey

Return to top
Have more questions? Submit a request

62 Comments

  • Waseem Khan

    Hi Team,

    Below is our requirement.

    1) User sends an email

    2) Tickets gets solved by the agent

    Expected: We want to trigger csat survey only if the customer has agreed to get csat.

    Can we achive this by sending any link to the customer to capture the value with question csat required yes/no?

    Once the user responds the same value has to be captured in the ticket (with Yes or No)

    0
  • Ben Van Iten
    Zendesk Community Team

    Hi Waseem,

    What I might recommend in this case is to have a checkbox ticket field where your agents can indicate whether or not it is okay to send the CSAT survey, and then you can add a condition to the automation or trigger that sends the survey that it can only send when that box is checked.

    Does this make sense? If I'm not understanding your use case properly please let me know!

    0

Please sign in to leave a comment.

Powered by Zendesk