About CSAT (Customer Satisfaction) ratings in Zendesk Support

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146 Comments

  • Graeme Carmichael
    Community Moderator

    bo_zhang

     

    >, if our agent solves the ticket on Oct. 22, and the automation of satisfaction survey we set is 72 hours since solved, normally the survey should be sent on Oct. 25. Correct

    > if the customer replies and the ticket is reopened on Oct. 24, the survey will not be sent on Oct. 25. Correct

    > if our agent replies to the customer again on Oct. 26, solves the ticket, and no reply from the customer after that, the survey should be sent on Oct. 29. Correct.

    Once solved, you can control the timing of the satisfaction survey and the timing of when the ticket moves to a closed status, subject to a 28 day limit.

    Hope that helps.

     

     

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  • bo_zhang

    @Graeme Carmichael

    Much appreciate your timely response.

    At least I am clear about the logic now.

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  • Zak Wilkowski

    Hello, 

    I have added the functionality for customers to be able to rate tickets following the below: 

    1. In Support, Click the Admin icon () in the sidebar, then click Settings > Customers.
    2. On the Satisfaction tab of the End-users (customers) page, click Allow customers to rate tickets.

    However, I now cannot see the automation. Do I need to add this manually? 

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  • bo_zhang

    Graeme Carmichael

    Hi Graeme, 

    I have another concern now. 

    1. What I understand from your articles is as long as a ticket is closed, the survey sent before it is closed cannot be participated by a customer, right?

    2. The background is if my team solves customer's concerns very quickly, I hope the ticket could be closed asap. so my automation is as below:

    The automation I set is a survey will be sent after 72 hours since it is solved, and it will be closed after 96 hours since it is solved, does it mean customer will only have 24 hours to participate the survey?

    If a survey is sent before a ticket is closed, why we cannot give more time to customer to participate it even if the ticket is closed? 

    Please understand that, if we have solved customer's problems, we don't want to leave a ticket unclosed for a long time, just to wait for customer's participation to the survey.

    So do you have any other options to meet my demand?

    Thanks ahead.

    Amos

     

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  • Graeme Carmichael
    Community Moderator

    Amos

    1 That is correct. Regardless of when the survey was sent, the customer cannot rate the ticket once it becomes closed.

    2. Yes the customer will only have 24 hours to participate in the survey. You would have to increase the duration to the close date to resolve this should you want to give more time for the customer to respond.

    The closed status indicates that the ticket can no longer be changed, That is its purpose. That includes the customer satisfaction rating.

    Hope that helps.

     

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  • Graeme Carmichael
    Community Moderator

    Zak

    There certainly used to be a systems generated automation created for satisfaction- called 'Request customer satisfaction rating (System Automation)'. You can then refine this version to your own needs.

    Check under Settings>Business Rules>Automation

    Check under both the active and inactive tabs.

    If it is not there, just create manually using the screenshots in the article. 

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  • bo_zhang

    Graeme Carmichael Thanks for your clarification.

    However, do you think it is reasonable? Just like what I said, "Please understand that, if we have solved customer's problems, we don't want to leave a ticket unclosed for a long time, just to wait for customer's participation to the survey."

    If I leave the ticket unclosed for a long time, the customer has a new inquiry about a totally different question and different product, then he still replies to the ticket, for us, the ticket is reopened again, which is unhelpful for us to use the data to do the relevant analysis.

    Actually, I think you should disable the feature of allowing a customer to change his/her rating, for the first rating is most convective. Even if it is bad, at least we can analyze why the customer gives a bad rating. Instead, you should enable the feature of allowing customers to rate even if a ticket is closed, for customers may not be able to participate it timely and we cannot keep a ticket unclosed to wait for the customer's rating. 

    Thanks.

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  • Graeme Carmichael
    Community Moderator

    Amos

    Yes, I totally understand and of course that is reasonable.

    The ability to edit closed tickets in a restricted way is a common request- especially for things like tags.

    All I can suggest is creating a feedback article and hopefully other customers will give you support.

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  • Blagoy Dzhiganski

    I've noticed that the customers can change their feedback, by opening the email and doing that. However, while the new feedback is reflected in the ticket, the custom satisfaction % in reporting remains the same, meaning that an agent might have no bad ratings after the change, yet their % is still less than 100%. Is that a bug or is it supposed to work like that?

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  • Ash - Aqua Gardening

    Hey Guys, was this feature previously available on the Team plan?


    I'm fairly sure we have been on Team plan this whole time and now this feature is not available to me?
    I have hundreds of tickets with feedback from customers and now its not available.

    I have heaps of chats with Zendesk help with me asking for help with other things and them advising I need to upgrade plans for other additional feautres and am only on the team plan, all while receiving feedback CSAT on all tickets throughout this period.

    It stopped working mid October for me, please advise.

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  • Nguyễn Hiếu Hiền

    Hi, 

    I saw in the event that Satisfaction offered when my ticket was closed but I haven't input customers' email yet.

    Will CSAT be sent if I re-open the ticket and add customers' email then solve ticket as normal?

    Thanks

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  • bo_zhang

    Is there a Ticket Rated Date? If not and I want to calculate the tickets rated within a time range, how can I realize that? Thanks

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  • Hannah Ehrlich

    Hi,

    Often times our users submit multiple tickets and we just close the duplicates. I don't want to send CSAT requests/conversations to the closed duplicates - I only want them to get one CSAT request. Is there a way to change the Send CSAT survey in relation to ONLY tickets one of my agents has responded to? Would it be to set it to only send it to "Assignee: one of our agents," and never a requester?

    Thanks!
    Hannah

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  • Graeme Carmichael
    Community Moderator

    Hannah

    The best way to deal with duplicate tickets is to merge them into one ticket. This keeps everything in one ticket and helps more accurate reporting. Some agents may not be able to merge tickets depending on their user role.

    If that does not appeal, you can use triggers and automatons to suppress your surveys.

    Normally, surveys are sent by an automation. Unfortunately, number of agent responses is not an available condition.

    But you can create a trigger that looks for a public reply by an agent. If that happens, add a tag to the ticket like 'ok_to_send_csat_survey'. Now change the automation that sends the survey to check if that tag is present. If there is no tag the automation will not fire 

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  • Bryan Pascual

    Is it possible to set up CSAT ratings in a 5 point Likert Scale?

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  • Graeme Carmichael
    Community Moderator

    Bryan

    Zendesk do not provide a 5 point CSAT rating. You would need a third part app for that. Sorry.

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  • Cory Brown

    Bryan Pascual You could add a 2, 3, 4 or 5-scale rating with Simplesat: https://www.simplesat.io/zendesk-customer-satisfaction-surveys/

    Here's how it would work to embed in any trigger or automation: https://help.simplesat.io/en/articles/955487-add-a-simplesat-survey-to-zendesk

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  • Yaniv Dayan

    Hi Guys,

    Since we normally not working in front of the end-user but with one level above, 90% of the support questions come from a relatively small group of users. We don't want to overload this group with CSAT, and also do not wish to send CSAT to casual clients. 

    What we are looking for is a trigger/automation that sends CSAT every 10 solved tickets, but starts counting after the 2nd ticket (so eventually a client will get CSAT on his 2nd ticket, 12th ticket, 22nd, and so on)

    Any idea how we can implement it?

     

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  • Cory Brown

    Yaniv Dayan Hmm this might be complicated, but what if you had some trigger sequence like:

    • When a ticket is solved that doesn't includes any 1-12 tags, add the tag "1"
    • When a ticket is solved that includes the tag "1", add the tag "2", remove the tag "1", send satisfaction survey
    • When a ticket is solved that includes the tag "2", add the tag "3", remove the tag "2"
    • And so on...
    • When a ticket is solved that includes the tag "12", remove the tag "12", send satisfaction survey

     

     

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  • Stella Park

    If a ticket is merged with another open ticket, does that merged ticket send a satisfaction email? If so, is there a way to prevent that from happening?

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  • Heather Rommel
    Community Moderator

    Hi Stella Park,

    The original ticket becomes one with the target ticket it merges with so only one CSAT goes out and it goes on the surviving ticket.

    Whenever you want to exclude tickets from sending a CSAT, you can add a tag of your choice and go to the Automation that sends the CSAT and add that tag to "Has none of the following Tags" in the conditions.

    Sincerely,

    Heather

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  • Kate Ambash

    I have very few customers, but none seem to be rating my tickets. Do you think this is because the default text is so small? Have others had this trouble?

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  • Yaniv Dayan

    Hi Kate Ambash you can replace the default text with some nice icons that are relevant to your business (e.g., a shiny Fender electric guitar for good satisfaction vs. a banjo for bad satisfaction). See: https://support.zendesk.com/hc/en-us/community/posts/211668888 

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  • Dave Dyson
    Zendesk Community Team

    Thanks Yaniv for point out that tip! Kate Ambash there are also some tips here about changing how long it takes for the CSAT survey to be sent, or even combining it with the "Solved" notification so that your customers see the survey when the issue is still fresh: Customizing your customer satisfaction survey. Hope this helps!

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  • Yaniv Dayan

    Hi Kate Ambash and Dave Dyson - I think that the reason why your client does not send CSAT - is because of a bug in Zendesk CSAT. Or actually, they do send CSAT, but Zendesk does not save it to the ticket.

     

    After spending a few hours on that, and trying several different trigger combinations that actually saying the same, I made a test to discovers a bug on ZD side: The client receives the CSAT mail with the two links. When he clicks on good/bad a page is opened that says that his rating was saved with a button Update, which gives the impression that he already selected, and now he can update his selection. But in-fact, only after he click Update, his selection is saved (and not by clicking on the email link!)

    This is very confusing as the button say Update and not OK (and then changed to Update):

    This trigger proves it:

     

    This trigger was triggered 39 times. Then, a CSAT was sent to the client:

     

    When he clicks on the Good link, he gets the page bellow, but the trigger was not fired (still 39 times) and the ticket was not changed with the new rating:

     

    on ZD side, the ticket has no rating:

     

    Only after the user click Update (without changing his rating) – the trigger is fired (changed to 40 times), and the ticket is updated with the rating:

     

    If the user clicks Update again without changing anything, the trigger is not fired again.

    This proves that the client thinks that the rating was saved for the 1st time, but actually, it was not saved.

     

    Dave, what do you think? This looks like a critical bug.

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  • Yaniv Dayan

    Hi Dave Dyson and Kate Ambash,

    After reporting it to ZD, I got an answer from Andy Merrick:

    The rating is only applied after around 15-45 minutes after the link has been clicked. This is by design and is intended to allow users time to enter a comment and save the page if they want to. The reasoning behind this is because if the rating were applied immediately, when the user submitted first clicked the link, and then proceeded to enter a comment and click "update", then there would actually be 2 rating events which could cause issues with things like reporting.

    I can confirm that after waiting about an hour, the ticket was updated with the 1st click from the email.

     

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