Customizing your customer satisfaction survey

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  • 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)

  • 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!

  • Felicia Reid

    Is there a way to have the customer satisfaction rating included within a ticket when it is moved to solved?

  • Heather Rommel
    Community Moderator

    Hi Felicia Reid,

    Yes! Just add the placeholder into your Solved ticket trigger.  I recommend turning off the automation if you do that so the customer doesn't get asked twice...unless you want it that way :D

    placeholder  {{satisfaction.rating_section}}​ 

  • Rachel Johnsen

    Do anyone know the ideal dimensions for the emoticons? If we were going to use an image to rate satisfaction. 

    Thank you!

  • Cory Brown

    Rachel Johnsen 

    Up to you, but I'd start with around 60x60 px. 👍

  • Rachel Johnsen

    Cory Brown thank you!


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