Your customers can provide feedback about their experience in Zendesk Support by rating their solved tickets. When you enable CSAT (customer satisfaction) ratings in Zendesk Support, end users receive a notification 24 hours after the ticket has been set to solved that asks them to briefly evaluate their experience, as shown here:
The survey is designed to maximize the response rate by being quick and simple while also gathering the essential data: a positive or negative rating. Customers can also provide a comment if they want.
Enabling CSAT in Zendesk Support also enables it for Zendesk messaging. See .
This article contains the following sections:
Related articles:
Understanding the end user experience
End users don't have to be logged in to rate their tickets. Clicking a response link in the survey email saves the end user's rating and opens the ticket with a prompt to add a comment about the rating if they'd like. In this example, the end user clicked the 'Good, I'm satisfied' link so the Good button is shaded blue to indicate that it is the selected rating. A comment can be added and the rating can be changed.
If you have satisfaction reasons enabled, end users who select 'Bad, I'm unsatisfied' are presented with a drop-down menu of possible reasons for their negative response.
Selecting a response is optional, and can be skipped. For information, see Working with satisfaction reasons.
In Help Center, the rating prompt appears on tickets for which the Ticket Satisfaction is set to Offered by an automation or trigger (see Understanding how the survey request is sent).
End users can change their rating by clicking the emailed link again or by accessing the ticket through the My activities page in Help Center, then resubmitting their response. Ratings can be changed until the ticket is closed. See Tracking your support requests for information on viewing your tickets in Help Center.
- End users can't opt out of receiving survey requests.
- Satisfaction rating is per ticket, not per customer. End users receive a survey request for each of their tickets that are solved.
- Once a ticket is set to "Closed" status, the temporary URL will no longer work. It will re-direct the user to a generic page.
When and how end users are asked for a satisfaction rating through email is customizable. You can set a time other than the default 24 hours later for to send the email. You can also add the survey request in the email that customers receive when a an agent marks a ticket as solved instead. You can also use business rules to be more selective about (include or exclude) which tickets generate the survey request. If you send a satisfaction survey before the ticket is solved, end users need to sign in to access it.
Understanding how the survey request is sent
When you enable customer satisfaction rating (see Enabling CSAT), a system-generated automation called Request customer satisfaction rating is added to Zendesk Support. This automation sends the survey email to the ticket requester 24 hours after the ticket is solved. You can of course customize this.
Hello {{ticket.requester.name}}, We'd love to hear what you think of our customer service. Please take a moment to answer one simple question below: {{satisfaction.rating_section}} Here's a reminder of what your ticket was about: {{ticket.comments_formatted}}
When customers receive the email, they simply click either the Good or Bad links and follow the steps described above.
For more information about this automation, see About the Request Customer Satisfaction Rating automation.
Understanding how agents receive the customer satisfaction rating feedback
The results of customer satisfaction surveys for agents are shown in the agent's dashboard and in a view called Rated tickets from the last 7 days.
Agents see, in their dashboard (when they click the Home icon () in the sidebar), the number of good and bad tickets for the last week and the overall satisfaction rating for the agent and all of the agents in Zendesk Support over the last 60 days (including the current day).
The calculation of the overall satisfaction rating uses the following simple formula:
This means that the score is an average of the total positive ratings from the past 60 days. An agent with a score of 90% means that over the past 60 days, 90% of the ratings they received were positive.
Agents, groups, and the account all have scores. The overall account score (in the example above, 95%) is the average for all agents in Zendesk Support. The two ratings provide feedback about individual performance and the average performance of all agents.
The view (Rated tickets from the last 7 days) gives you a quick overview of the rating activity, with a Satisfaction column containing both Good and Bad ratings. You can clone and modify this view or create your own. This view is inactivate by default.
- Agents cannot rate tickets.
- All agents see their ratings in their dashboard. This feature is enabled at the account level and applies to all agents in your Zendesk account. You can't exclude individual agents from receiving ratings on the tickets they are assigned to.
Additionally, ratings cannot be moderated. All ratings are shown.
146 Comments
I'm getting a lot of survey responses about our product versus how the support agent actually handled the interaction. Is there a good way to split that feedback out? Like a first box that says something like "How would you rate the PeopleMatter product that you called about today?" and THEN the "How would you rate the person that helped you in Support?"
Andrew
Hi guys,
Maybe the answer is given already, but i have a lot of costumers who say that the link doesn't work. We are currently working with the URL shortcode. {{satisfaction.rating_url}}
A great amount of users reports that the satisfaction link doesn't work. Is there any other way to get feedback with comments within the e-mail template?
Hey Wilfred!
The first thing that springs to mind here is that you probably have a trigger set up to close the ticket at the same time that the survey is sent out. Once the ticket is closed, a satisfaction rating can't be registered so the link won't work.
Can you confirm whether this is the case in your setup?
Is there any way to embed the fields that are in the pop-up webpage when you click on the "Good Im satisfied" and "Bad..." in the email so the user doesnt have to deal with another webpage.
I know from personal experience when I get links like those that are being sent in the surveys,click on an option , and get presented with another webpage I feel like Ive been tricked into providing a simple "yes" "no" to additional info. Even if I don't want to add anything I still have to close out the webpage. I then avoid that email from that ;point on.
Id rather have the user the option to add the comments and reason for bad experience in the email if possible
Hi Bill! Unfortunately the {{satisfaction.rating_section}} is a placeholder that by default opens a new window (as are the {{satisfaction.positive_rating_url}} and {{satisfaction.negative_rating_url}}). I definitely think that's valid feedback, though, and would recommend you post your use case in our product feedback forum! With the recent release of satisfaction reasons, it's easy to see how feedback about this particular feature has influenced development, so voicing your personal experience is highly recommended.
Hi Zendesk team,
We are not setting up the satisfaction scroll and we found that the page opened by temporary link does not have the same look-and-feel of our current HelpCenter. Is there any way to change how the page looks like?
Hi Angus!
I wish i had better news, however the Satisfaction Rating landing page end users are directed to when selecting the rating link is separate from Help Center and therefore not editable or impacted by your Help Center's theme and appearance.
Our Product team however is in the process of improving the look and responsive of the satisfaction rating page and there should hopefully be noticeable improvements soon!
Hi Rebecca,
Thanks for getting back and I hope the function will be available soon. I found the satisfaction rating page of support.zendesk.com does look similar to that of your own HC so I believe you are already working on this :)
As an agent, I would love to be notified when a customer submits a satisfaction rating.
As an admin, I’d love to be able to remove a bogus satisfaction rating—for example, when a customer of our customers doesn’t like the support they got from our customer, nothing I can do to make it better.
The satisfaction reports are now limited to 90 days. Is there another option possible so i can get the reports from last year (instead of doing it in steps/filter to max 90 days)?
@Zendesk:
Hi Wouter!
Your second point is one of the main reasons why we stick to text only -- to maximize compatibility with email clients and to avoid any sort of formatting errors for our 91,000+ clients.
The article you found is exactly where I would point you to for customization of those links -- It's been widely used and effective for many that have used that tip (though be aware, any user submitted tips aren't supported by us (or is support for any customizations), so use at your own discretion).
Adding these images would be no worse than standard signature images -- but as you've indicated, may be something that MIGHT get filtered.
If you're concerned about deliverability in general, I would point you to increasing the trustability of your emails in general (SPF and DKIM records would be the way) Here are two articles for that directly:
so quick recap: We use plaintext to avoid formatting issues, but adding your own images shouldn't affect the email too much, anything non-plaintext may run into that (there is no 100% safeguard).
Hope that helps! If you'd like expansion on this, feel free to reach out to us directly!
Thanks for the clear reply!
Hi All
I have a very important query :-
I understand how surveys work and triggers etc. What I am looking for is :-
Is there anyway we can track the average satisfaction rate for one particular customer instead of the whole queue. And can that be displayed at the account level.
For example I have 500 customers but I want to see their individual Satisfaction Survey Percentage on the main account page where all tickets are visible.
Thanks
Rahul
Hi Raulshipu!


While it is possible to get the satisfaction rating for an individual customer, it is not possible with default functionality to display it within the Support ticket interface. The closest option would be creating a dashboard and viewing in the Insights tab of the Reporting menus.
To create a satisfaction report of an individual your report could look something like this:
What:
How:
Here's our resource on Agent and end-user attributes.
Hi - is there any way to send out the surveys at a random interval, rather than for every solved ticket? I would like to gather feedback without inundating end-users with a survey each time. Say for example, send the survey after every 10 tickets or choose a few random tickets a month to send the survey for.
Hi LW,
I asked the same question and was told that there is no built in mechanism at this time to do so.
Support found the following related discussions about the functionality you and I are looking for:
https://support.zendesk.com/hc/en-us/community/posts/203430346-Random-Satisfaction-Surveys
I highly encourage you to vote for that request and then share your use case in the discussion.
Can you create the CSAT to go out based on brand?
Monique
You can restrict your satisfaction ratings by modifying you trigger or automations to include the condition:
So the survey will only be sent out for the matching brand.
how do i prevent tickets from getting re-opened after Customer responds to the Survey?
Currently all BAD and BAD with Comment Surveys are getting re-opened (since they came from SOLVED status) and when customer responds to the Survey. The ZD tickets gets re-opened on our End. Help! :D
Hi Dale!
You should be able to adjust your triggers to make sure that these tickets aren't re-opened.
Hi there. I was wondering if it is possible to include the {{satisfaction.rating_section}} placeholder into a signature macros so that it can be directly entered into a response?
So far it seems that when this placeholder is entered into a macros it prompts the user to copy and past a link instead of the normal appearance.
In other words it looks like:
How would you rate the support you received?
You can copy the following URL into your browser to rate:
(link)
Instead of
How would you rate the support you received?
Good link
Bad link.
Any ideas?
Hi all.
I was able to customize the links in the survey email to use different wording than the Good. I'm satisfied, Bad, I'm not satisfied default. However, the links the user is taken too still have the default text. Is there any way to customize the Good. I'm satisfied, Bad, I'm not satisfied buttons the user sees after clicking the survey link?
Hi Sergei!
It's not possible to add those placeholders to a ticket macro - they only work when added as part of the email notifications that are sent out to your customers via trigger or automation.
Can you go into more detail about why you want to add that information to an agent signature? We might be able to find another solution.
Hi Michelle,
At present there is no way to customize the satisfaction surveys or their corresponding URL's like you are trying to achieve here. This feature is not designed to be customized in this way at this point in time. We recommend you submit a feature request for this here in our product feedback community. :)
Can I put satisfaction links into the signature? So you don't have to send out another email to the customer?
I am on the professional edition and I am able to send different CSAT surveys for the diffrent organisation but in every case, temporary URL mentions the name of the registered parent organisation.
Is there any way it can be masked or changed?
Welcome to the Community, Anatolly!
I did some testing on my end to confirm, and I was able to find out that the CSAT placeholders will not show up in agent signatures. I also double checked, and the CSAT placeholders don't render properly in macros either. So I'm afraid that the separate email is the only option. Sorry to be the bearer of bad news!
Anatolly
You can make a Trigger that is only for tickets in which the status has changed to Solved. So all your other communications on the request can be handled with a different Trigger, without offering satisfaction.
I like this better than sending a separate email with the rating option
Is it possible to turn off the satisfaction survey to specific customers/users?
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