Using CSAT (Professional and Enterprise)

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105 Comments

  • Nicole - Community Manager
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    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 - Community Manager
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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 - Community Manager
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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
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    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
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    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
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    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 - Community Manager
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    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
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    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
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    Hi @ Oliver Jackson,

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

    1

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