Using CSAT (Professional and Enterprise)

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100 Comments

  • Nicole - Community Manager
    Comment actions Permalink

    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
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    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
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    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
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    Dawn

    This tip may help you.

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  • Chris Williams
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    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 La Spisa
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    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
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    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 La Spisa
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    Hello Chris,

    That would be correct! :D

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  • Chris Williams
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    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 - Community Manager
    Comment actions Permalink

    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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