Your customers can provide feedback about their support experience by rating their solved tickets. When you enable CSAT (customer satisfaction ratings), end users receive an email 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. You can view your overall score and individual ratings in the Customer Satisfaction dashboard (see Viewing your Customer Satisfaction score and ratings).
Customer satisfaction rating is available on Professional, and Enterprise. You must be an administrator to enable customer satisfaction ratings.
This article contains the following sections:
For tips, check out our community tips for customer satisfaction.
Understanding the end user experience
End users do not have to be logged in to rate their tickets. Clicking a response link in the email opens a URL to the ticket and prompts the end user to rate the ticket and add a comment if they'd like. In this example, the end user clicked the 'Good, I'm satisfied' link so the Good button is shaded green 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 on this feature, 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. For more information, 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 cannot 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.
Understanding how the survey request is sent
When you enable customer satisfaction rating (see Enabling customer satisfaction rating), 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 details about the automation, see Customer satisfaction rating automation.
About the Request Customer Satisfaction Rating automation
The customer satisfaction rating automation, Request customer satisfaction rating (System Automation), sends the survey request email 24 hours after a ticket has been solved.
- Unoffered means that the survey has not previously been sent
- Offered means that the survey has already been sent
- Bad is the requester's negative rating
- Bad with comment is the requester's negative rating with their comment
- Good is the requester's positive rating
- Good with comment is the requester's positive rating with their comment
The unoffered value is used here because we only want to send the survey for tickets that have not already been rated.
The automation actions send the survey request email to the requester.
The {{satisfaction.rating_section}} placeholder contains the rating question and answer links. You can modify the surrounding message as needed. And as always, a canceling action is used to complete the automation; ticket satisfaction is set to offered to requester.
This automation can be modified to exclude tickets using many different criterion. For example, you might not want surveys sent for tickets assigned to a certain group or from a certain organization or for tickets containing certain tags.
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 (including Light 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 cannot exclude individual agents from receiving ratings on the tickets they are assigned to.
Additionally, ratings cannot be moderated. All ratings are shown.
Enabling customer satisfaction ratings
By default, customer satisfaction ratings is disabled. You must be an administrator to enable it. The procedure to enable ratings differs slightly if you are using Zendesk Explore.
You can also enable satisfaction reasons, which allow you to add a follow-up question to negative survey responses. For information, see Working with satisfaction reasons.
If you are using Zendesk Explore
- In Support, Click the Admin icon (
) in the sidebar, then click Settings > Customers.
- On the Satisfaction tab of the End users (customers) page, click Allow customers to rate tickets.
Zendesk Support is now set up to send your end users the customer satisfaction rating email. Enabling this also creates a new automation called Request customer satisfaction rating (System Automation) and a view called Rated tickets from the last 7 days. Both can be modified as needed to suit your workflow.
If you are not using Zendesk Explore
- Click the Reporting icon (
) in the sidebar, then click the Satisfaction tab.
- Click Start surveying today.
Zendesk Support is now set up to send your end users the customer satisfaction rating email. Enabling this also creates a new automation called Request customer satisfaction rating (System Automation) and a view called Rated tickets from the last 7 days. Both can be modified as needed to suit your workflow.
To re-enable or disable customer satisfaction ratings
- Click the Reporting icon (
) in the sidebar, then click the Satisfaction tab.
- Click the menu icon, then select Enable surveys or Disable surveys.
Using customer satisfaction rating placeholders
Aside from the placeholder mentioned above, {{satisfaction.rating_section}}, the customer satisfaction rating feature adds four other related placeholders. All of these placeholders can be used in various ways and are described in the following table.
Placeholder | Description |
---|---|
{{satisfaction.rating_section}} | A formatted block of text prompting the user to rate satisfaction.
|
{{satisfaction.current_rating}} | The text value of the current satisfaction rating, either Good or Bad. |
{{satisfaction.positive_rating_url}} | A URL to rate the support positively. |
{{satisfaction.negative_rating_url}} | A URL to rate the support negatively. |
{{satisfaction.rating_url}} | A URL to rate the support (positive or negative are not pre-selected). |
{{satisfaction.current_comment}} | The comment that the user added when rating the ticket. |
Reporting on customer satisfaction
The way you view customer satisfaction reports depends on the reporting product you are using.
- If you are not using Insights or Explore, view your score and ratings in the Satisfaction dashboard. For more information, see Viewing your Customer Satisfaction score and ratings.
- If you use Support Professional or Enterprise, you can use the Insights dashboard to view pre-built satisfaction reports (see Using pre-built reports) or you can built your own custom reports.
- If you are using Zendesk Explore Lite or Professional, view CSAT reports on the Satisfaction tab of the Zendesk Support dashboard (see Overview of the Zendesk Support dashboard). If you are using Explore Professional, you can also build your own custom reports.
105 Comments
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.
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.
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. :)
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.
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?
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!
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.
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.
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
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. :)
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! :)
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!
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?
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!
Thank you! Definitely interested in the beta. :)
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?
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}}
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.
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.
Thanks so much Zach! You rule!
Hi, Can we edit the content of this {{satisfaction.rating_section}} into another language (like Vietnamese)?
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.
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.
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.
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?
Hi,
When I open the survey on mobile it doesn't look very mobile friendly, is there a way to fix this?
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
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
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!
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.
@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!
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