If you've set up to manage a multiple brand Zendesk in the Enterprise version of Zendesk (see Setting up to manage multiple brand Zendesk accounts), customer satisfaction rating does not work the same way it does in a stand-alone Zendesk. This is because customer satisfaction rating requests are sent to end-users via the spoke accounts, which means that the responses you get will not be associated with the agent in the hub Zendesk who solved the ticket.
You can track the overall satisfaction rating for each spoke account. You can get the total number of good and bad ratings from the Reporting CSV Export file. This files contains details for all tickets (excluding ticket comments) over the last 3 months, including the satisfaction score.
- Click the Admin icon () in the sidebar, then select Reports >
Export.Zendesk Classic: Select Manage > Reports > Export.
- Generate a new CSV report or download the current report by selecting CSV Export > Latest.
- After the archive (.zip) file is downloaded, extract the file and open it in spreadsheet program such as Microsoft Excel or OpenOffice.org Calc.
The column called Satisfaction Score contains the ratings.
Views and reports can also be created to track satisfaction ratings in the spoke accounts.