Using CSAT (Professional and Enterprise)

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133 Comments

  • Nicole S.
    Zendesk Community Team

    Hi Steve -

    There are a couple of ways to deal with this issue, they're explained in this article: Why am I receiving unexpected bad satisfaction ratings

    Take a look at that and let us know if any additional questions come up!

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  • Francesco Pantusa

    Hi,

    I was wondering if there is any way to hide the satisfaction survey rating on tickets. We would like users to be able to rate agents anonymously.

    Is there any way to customize this? Thanks!

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  • Dawn Anderson

    Hi Team

    If the customer wants to opt out of surveys, is there a way of automating this?

    Was thinking we need to have a tag that applies to the user so when any emails received from that user would apply the tag and we can use that to exclude the survey being sent?

    Any suggestions please? :)

    Thanks

    Dawn

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  • Graeme Carmichael
    Community Moderator

    Dawn

    This tip may help you.

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  • Chris Williams

    Hi there. We have a variety of customers that call in and sometimes do not have email addresses. Is it possible to provide them with a unique URL specific to their ticket that they write down and go to as a way to complete a survey? 

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Chris,

    This wouldn't be possible to via the base product. You would need to have them login to that ticket to accomplish this task. 

    Best Regard 

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  • Chris Williams

    Thanks Devan. So they would need to go to their portal and go to the actual ticket and then they can do their survey?

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Chris,

    That would be correct! :D

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  • Chris Williams

    Hi All.

    I just noticed one thing in my Zendesk - a ticket is showing as having offered a satisfaction survey but there is no email associated with that ticket. Anyone seen this before? I don't want to run analyses that falsely show satisfaction offered when there was nowhere for that satisfaction to go. In my opinion this ticket should show un-offered? 

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  • Brett Bowser
    Zendesk Community Team

    Hi Chris,

    I double-checked with our team internally and it looks like this is expected behavior. If the automation fires, the ticket is switched to an offered state, regardless of whether or not the email was delivered. I can see how this could be confusing so I'm happy to pass your concerns along to the appropriate team.

    Let me know if you have additional questions for me in the meantime.

    Cheers!

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  • Frank Roberts

    Not sure if this helps anyone, we've been getting a few BAD responses with comments like 'The agent was great, but I have a problem with your product'. I've modified our request for survey response to ask a second question and offer the customer a chance to email their product comments directly into Zendesk. Text below

    *sorry if this is oldnews.com...lol

     

    Hello {{ticket.requester.name}},

    <b>We'd love to hear what you think about your recent experience with {{ticket.assignee.first_name}}. Please answer the question below:</b>

    {{satisfaction.rating_section}}

    <b>We understand that you might have additional comments about our product. We would be happy to know what you think. Please <a href="mailto:email@domain?subject=subject%20text">email</a> us with your feedback.</b>

    Here's a reminder of what this request was about:

    {{ticket.public_comments_formatted}}

     

     

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  • Conza

    Frank - that works? I was under the impression we're not able to add links / html to it?

    E.g. I have a form I want to send folks to capture NPS - same issue, not rating the agent, but overall experience - but can't link to it.

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  • Brett Bowser
    Zendesk Community Team

    Hey Conza,

    You should be able to add links to your trigger using HTML. If you're not able to, could you provide a screenshot of what you have set up on your end so we can take a look?

    Thanks!

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  • Oliver Jackson

    Hey Team,

    forgive me if this has already been asked here, but there are so many posts.

    I wanted to find out who the satisfaction rating is assigned to in the event of the ticket changing assignee. Who picks up the rating? The first person, the last person, all people equally who have been assigned to a ticket at some stage?

    Thanks!

    O.

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  • Heather Rommel
    Community Moderator

    Hi @ Oliver Jackson,

    The CSAT rating is associated with the current assignee which is, in effect, the last person it is assigned to....

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  • Rusty Wilson

    Is there a published KB or even a product that would allow the more traditional delivery of a cSat (a scale of 1-5)? I'm pretty sure this can be done technically - but I'd like to know if someone has already tackled this and documented, or if there's a Marketplace app (my quick check didn't find any). A secondary concern would be then if it breaks all the nice integrated reporting that comes along with the built-in "binary" survey. Anyone crossed this bridge already?

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  • Lohith S

    +1 to Rusty Wilson

    I had the same ask, do we have a way of showing a rating scale from 1-5 or 1-10 ?

    Thanks

    Lohith S

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  • Greg Sanchez

    First and foremost, love Zendesk!

     

    Secondly, I would love to find a way to separate the experience an end customer has with the agent and the product being sold. Is there a way to A) set the email up to request CSAT scoring for each and B) a different breakdown in the Zendesk analytics that would reflect the difference. Thank you so much!

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  • Hailey Shabazz

    Is there anyway to initiate a sat survey for phone calls? Maybe a "please stay on the line for a brief survey" recording?

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  • Jasen Samford

    Is it possible to have one survey that is sent 36 hours after a ticket is solved, with the same survey sent immediately after solving? 

    My theory is that customers who reply with utmost gratitude would happily respond to a survey sent immediately, but may not make time 36 hours later.

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  • Patrick Stewart

    Hi Jasen Samford It's been my experience over the last few years that sending a CSAT immediately causes bad ratings to go up. This is because an agent can mark it as solved even though the customer may not believe it to be solved. They then get mad and feel like the agent is brushing them off and trying to get rid of them. 

    If you really want to do it, you can duplicate the CSAT automation, but change the time to happen 1 minute after solved. Then use another rule for a follow up after 24 hours or whatever you wanted. 

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  • Patrick Harland-Lee

    This page might need updating, as using the code {{satisfaction.rating_section}} makes an output that looks like this (no hyperlink):

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  • Farhan Virji

    I found a criteria in the System automation rule that prevented hundreds of tickets that did not receive a satisfaction score (in the last few days).  Is there a way to manually force those tickets to offer a satisfaction survey?

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  • Bill Cicchetti

    Hi Farhan,

    If the tickets as in a status of CLOSED you wont be able to add any survey results for them.

     

    If the tickets are in a status of Solved or less you could set up an automation to check for all tickets within a date range where Ticket:Satisfaction: Unoffered.

     

    You would want the conditions to restrict to the ticket data set you are targeting and once it runs once you could deactivate it.

     

    Let me know if this helps

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  • Lee KB

    Heather Rommel echoing Patrick's comment a month back, the {{satisfaction.rating_section}} placeholder no longer matches this help doc and even has a typo (missing space between the two sentences). 

     

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  • Edwin Schukking

    Did not notice anyone else mentioning this (otherwise my apologies), but the landing page of the CSAT survey is showing the name and profile picture of the assignee.

    As in the past, we have received some frightening comments from end clients (where 'I know where you live' is the least), in responding from within Zendesk we have already removed anything that could link back to a real person and are using the alias option while setting up a new account.

    Is it possible to make the displaying of the name and profile picture optional? Because otherwise, we need to inform our agents not to include a personal picture into Zendesk anymore. 

    Thanks in advance!

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  • Maurice Melvin Asuncion

    is it possible to disable satisfaction placeholders to some users?

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  • bo_zhang

    Hi Zendesk Team,

    For the automation of satisfaction survey, as below:

    For the condition of "Ticket: Hours since solved", I want to know it is the hours since the first solved time, or the last solved time?

    For example, a ticket is solved on Oct. 23, 2020, but the customer replies and it's reopened. Our agent replies again and solves it again on Oct. 30, 2020. So the hours since solved is based on Oct. 23, 2020 or Oct. 30, 2020? 

    The reason why I ask this is that we don't want the customer to receive a satisfaction survey when we are still in communication with him. 

    The best practice should be survey sent after the ticket is closed, but it seems impossible due to your system logic, so at least we can make the survey sent based on the last solved time? 

    Thanks.

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  • Graeme Carmichael
    Community Moderator

    bo_zhang

    The condition 'hours since solved' works on the last solved time. So the customer will not receive a satisfaction survey when you are still in communication. 

    This is why, as in your example, it is best to give a grace period allowing the customer to re-open the ticket in case they believe the ticket has not been resolved properly.

    As you have discovered, closed tickets cannot be changed, so a satisfaction survey cannot be added to a ticket once it has reached that stage. 

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  • bo_zhang

    @Graeme Carmichael 

    Thanks for your clarification.

    About "The condition 'hours since solved' works on the last solved time. So the customer will not receive a satisfaction survey when you are still in communication. ", to be more clear, 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, right? But if the customer replies and the ticket is reopened on Oct. 24, the survey will not be sent on Oct. 25, right? Further, 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, right?

    If possible, please answer in the form of Q&A. Thanks.

    About “As you have discovered, closed tickets cannot be changed, so a satisfaction survey cannot be added to a ticket once it has reached that stage. ”, I totally understand that, but just like what I said, I think it is unreasonable. If we are still in communication with a customer, but a survey has been sent just because he / she cannot reply timely, it is not good for customer's experience.

    For us, Zendesk's client, we hope you could provide us with options to send the survey xx hours since solved or xx hours since closed. However, technically, it seems impossible.

    Thanks.

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