Using CSAT (Professional and Enterprise)

Have more questions? Submit a request

89 Comments

  • Graeme Carmichael

    Jessica

    Yes, you can turn off the satisfaction survey for specific customers. Tag the customers that are not to receive the survey- for example 'no_satisfaction_survey'. Then add a condition to your satisfaction automation. 

    • Ticket Tags: Contains None of the Following:no_satisfaction_survey

    You may find it easier to add a custom user check box 'Opt Out of Satisfaction Surveys' and check for that field in your automation's conditions.

    0
  • Jessie Schutz

    Hey Satyam! Welcome to the Community!

    I don't think that this is possible, but I'm going to check our Support team to make sure! Sit tight. :)

    0
  • Nhia Lor

    Hey Satyam!

    I've checked on this one for you as well but I'm afraid this isn't currently possible.  Please feel free to submit this as a feature request for this our product feedback community here as well.

    0
  • support

    Hello, 
    We've enabled customer satisfaction ratings on our account, but the automation was not created, hence the customers are not getting an email to submit their rating. 
    What can we do to enable to automation?


    1
  • Jessie Schutz

    Welcome to the Community, support!

    That's odd - I don't know why the automation wouldn't have gotten created. It's easily remedied, though! You can create the automation yourself using these guidelines from this article and you'll be good to go!

    1
  • Chris Peterson

    Is there any way for Agents to respond to the comments that come from the Satisfaction Surveys? We have Agents that would like to respond to some of the ratings that don't make sense from their point of view. 

    0
  • Jessie Schutz

    Hi Chris! Welcome to the Community!

    Your agents can respond right within the ticket that was rated. You can even create a macro they can use in these situations, asking what they can do to turn around the interaction.

    0
  • Dan Nightingale

    Hi,

    Not a lot of our customers have an email address registered with us so we see a very poor response rate. Is it possible to send CSAT though a ticket instead?

    Thanks

    Dan

     

    0
  • Jessie Schutz

    Hi Dan! Welcome to the Community!

    I'm not sure whether you can sent a CSAT survey via a channel other than email...which channel(s) are your customer using? That'll help me know who to ask about it. :)

    0
  • Kristine Horn

    Hello! We're really excited about using ZenDesk CSAT surveys, but as a writing-focused company, we aren't able to us the survey as it is currently designed. ("Good, I'm satisfied" and "Bad, I'm satisfied" shouldn't have commas.) Since we aren't able to customize the wording, could ZenDesk update the punctuation globally to Good; I'm satisfied. ? If not, is there any way we could prioritize allowing customization? Sorry to be nitpicky, but because of our industry, our users will lose trust in our authority if we use the wording as it's written now. Thank you for your time! :)

    0
  • Nicole - Community Manager

    Hi Kristine -

    Welcome to the Zendesk Community! I've shared your grammatical feedback to the relevant Product Manager, but I can't promise it'll change in the immediate future. However, you can do some customization of that part of the survey. Read through customizing your customer satisfaction survey and see if that does the trick!

    0
  • Kristine Horn

    Thanks, Nicole! I see that we can modify the email, but it seems that there isn't a way to modify the wording of the buttons on the survey page itself. Is that correct?

    0
  • Nicole - Community Manager

    Hrm, I think you may be right. It looks like you can change the buttons in the email (you can even make them smiley faces) but it does not look like the landing page is customizable as of yet. 

    That being said, word around the Zendesk street is that CSAT landing page customizations are being considered by Product and there may be a beta out to test that soon. I'll keep you posted on that, for sure! 

    0
  • Kristine Horn

    Thank you! Definitely interested in the beta. :)

    0
  • Chris

    Is it possible to get the Satisfaction links in a comment on an existing ticket? I do not want to bother customers with additional e-mails with the survey. They find this annoying and it lowers their satisfaction with they service they get. How can I add the {{Satisfaction rating_section}} to my agent's signature or to a macro?

    0
  • Zach

    Hi Chris

    That is how we do it in our Zendesk. Below is the one we send out. You just have to make sure you don't also have the automation on that sends one to them, or they'll essentially get it twice.

     

    We saw use of satisfaction ratings go up 30% after including it in our Solved ticket trigger

    See comments below. Your request ({{ticket.id}}) has been completed.
    {{ticket.latest_public_comment_formatted}}

    {{satisfaction.rating_section}}

    To review, comment and reopen the request, follow the link below, or simply reply this this email:
    http://{{ticket.url}}

    1
  • Chris

    Zach,

    Thanks so much. I still don't understand how I would get that as part of a comment (or part of a signature) so the user doesn't get an e-mail just asking for feedback.Do I put that thing into a macro and have it assigned to the ticket as part of a trigger?

    I would very much like them to have the ability to supply feedback from the response they get from me about their issue. Otherwise the get one e-mail that's me solving their problem, and then another e-mail from me saying their problem is solved and wouldn't they please do a survey. This is not what I want as it sends the customer unwanted e-mails. I want users to have the ability to simply link to their satisfaction survey from their ticket. 

    What am I not getting? 

    Many thanks for your thought towards my issue. Sorry for being thick.

    0
  • Zach

    Hi Chris

     

    I believe what you are describing is what we do. So when we set a ticket to Solved, we have a trigger run that includes our response to the requester AND the link for the satisfaction survey. Below is what the output of my previous comment showed. The Requester only gets one email when we solve a request this way.

    1
  • Chris

    Thanks so much Zach! You rule!

    0
  • Le Ngoc

    Hi, Can we edit the content of this {{satisfaction.rating_section}} into another language (like Vietnamese)?

    0
  • Nicole - Community Manager

    Hi Le - 

    Do you have language enabled in your account? If you do and the end-user's language is set to that same language then it should translate automatically. Let me know if those settings are in place but you're not seeing that translation happening. 

    0
  • Rachel Braynin

    To continue the answer from Graeme Carmichael regarding how to exclude specific people from receiving a survey with no_satisfaction_survey, would it work to use Ticket "Organization" is not [Orgname] instead of going to every person under an Org and adding that tag?

    Do people working for your org, but not an agent, receive surveys? That is the scenario I'd like to prevent.

    0
  • Graeme Carmichael

    Rachel

    Yes, you can use organisation> is not> XXX within your conditions to exclude tickets from the survey.

    To exclude agents, you can add a further condition Requester Role > is > End User

    As I am sure you know, Agents cannot take part in satisfaction surveys even for their own tickets. So sending a notification to agents offering satisfaction does not achieve much.

    0
  • Rachel Braynin

    Thanks for the clarification.  The part about employees is for those who have an End User role and are not agents in Zendesk to be excluded from surveys.


    Upon further digging, I'm not satisfied with the level of satisfaction survey functionality and will look for alternatives to capture a numeric rating for calculating CSAT and a question on NPS, would the user refer our company.  Zendesk should let customers customize surveys.

     

    Has anyone successfully customized the existing survey functionality, or plugged into a 3rd part survey tool?

    0
  • Quentin

    Hi,

    When I open the survey on mobile it doesn't look very mobile friendly, is there a way to fix this?

     

    0
  • Beilinda Souisa

    i'm not satisfied for the international flight price,its grow up faster and make my team doesn't want to buy the ticket by traveloka.we need an information of all international cheaper flights in the world by route from jakarta to amsterdam as a normal rate IDR 4.000.000-IDR 5.000.000 one way and round trip flight from april 13th to may 30th 2018

    0
  • Darren Taylor

    Hi there

    When the satisfaction email is sent the user also gets another email saying that the ticket is closed. How can I prevent this ticket is closed email going out at the same time?

    We already have a trigger which sends out the ticket is closed upon marking as solved.

    So at the moment the user is receiving 2 ticket is closed emails

    Thanks

    0
  • Heather R

    Hi Darren,

    I would either do what @Zach says above and include the CSAT request in your solved ticket email.

    OR

    Add an automation that adds a tag like "send_csat" after 2 business hours (change that as you see fit) and then update your CSAT trigger to include an ALL condition that looks for tickets WITH the "send_csat" tag. Then you have a delay built in.

    I hope that helps!

    0
  • Darren Taylor

    Thanks Heather.

    I have gone with Zach's suggestion for now and added it to the solved ticket,

    Still not sure why the csat would send a ticket is closed email as well though.

    0
  • Heather R

    @Darren, awesome
    I think the set up is that CSAT fires as a separate trigger so the customer gets the normal solved email plus the CSAT request email. Until it’s customized, the customer gets 2 emails.
    Glad you were able to figure it out!

    0

Please sign in to leave a comment.

Powered by Zendesk