Working with customer satisfaction (CSAT) reasons (Professional and Enterprise)

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30 Comments

  • Terry Knox

    Satisfaction Reason is showing as a column option in our View builder, but when I select it, it doesn't work. Is this a known thing, or should we be raising a support ticket? 

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  • Jessie Schutz
    Zendesk team member

    Hey Terry! Can you specify what's going wrong? Are you not able to select it, or do you select it and when you save it doesn't show up in your view?

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  • Terry Knox

    Hi Jessie, 

    It was the latter, but it seems to have resolved itself now. Am now able to select it as a column and group by it in Views. 

    Thanks anyway. 

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  • Jessie Schutz
    Zendesk team member

    Good! Let us know if you run into any more problems.

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  • Nienke

    Hey!

    I just want to build the exact stacked graph showing in the article. Can someone screenshot the settings/metrics please, so I don't have to reinvent the wheel?

     

    Thanks!

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  • Nicole S.
    Zendesk Community Team

    Hey Nienke -

    I don't have access to the reporting that the documentation people mocked up to get that screen shot, but you could check out Creating reports and dashboards in Insights for some help. Hopefully one of the other community members has built this report before and can help you out! 

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  • Monica

    I'd like to confirm if the standard reasons are automatically translated or if we need to recreate them as custom reasons with dynamic content.

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  • Brett Bowser
    Zendesk Community Team

    Hi Monica,

    The placeholder satisfaction.rating_section already detects the language of the requester so the reasons should also display based on the language that's set in their profile.

    Let us know if you run into any issues with your satisfaction reasons not displaying in the correct language and we can dig into that further :)

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  • Linda-SI

    Hi , this is important. Can we make the reason as a must-do option ? I mean we want to get a reason for each bad tickets. Now there are over 50%  bad ratings are with no reason provided, that will affect our analysis a lot

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  • Brett Bowser
    Zendesk Community Team

    Hey Linda-Sl,

    Since this feature is not readily available, I would recommend creating a separate post in Support Product Feedback forum to provide visibility to the appropriate Product Managers. 

    This also helps to gauge interest from other users in need of similar functionality.

    In the meantime, what you could do is create a Trigger that sends an email response to the requester any time a ticket is updated with a Bad Satisfaction.

    Let me know if you need assistance setting up this Trigger.

    Cheers!

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  • Thomas Joussot

    Hi there,

    Is there any placeholder (something like satisfaction.reason) that can help us gathering the survey reason in a ticket comment?

    I'm currently using a macro to add an internal comment when a ticket has a bad rating. I can grab the satisfaction result and the comments, but not the reason.

    Any trick to share? Thanks!

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  • Brett Bowser
    Zendesk Community Team

    Hey Thomas,

    There's no satisfaction reason placeholder at this time, however, I was able t track down the following feedback request that you can upvote and provide you use-case for: Need a placeholder for satisfaction reason

    I'll be sure to pass your feedback along to the appropriate team as well :)

    Cheers!

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  • Thomas Joussot

    Hi Brett,

    Thanks for the confirmation and for pointing me to this feedback request that I've just +1'ed.

    Fingers crossed! ;-)

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  • Florian W.

    Is there are way to delete reasons that are not in use?

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  • Brett Bowser
    Zendesk Community Team

    Hey Florian,

    When navigating to Admin>Settings>Customers>Satisfaction you should be able to drag and drop the reason to the Reasons not in use column so it's no longer being used.

    Let me know if this isn't what you're looking for as I'm happy to assist further.

    Cheers!

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  • Florian W.

    Hey Brett,

    Thanks for your answer.

    I would like to delete the reason from "reasons not in use".

    I would like to have the "reasons not in use" empty.

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  • Brett Bowser
    Zendesk Community Team

    Hey Florian,

    As it turns out, there's no way to delete the satisfaction reasons at this time. I can see why this would be a useful feature so I'll be sure to pass this feedback along to our Product Managers.

    Appreciate you bringing this to our attention!

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  • Alexander Sizikov

    Hi there,

    When someone chooses "Bad, I'm unsatisfied", how can we make the comment section mandatory for the rating to be submitted? We've experienced that in our line of business, literally no one leaves a reason for a negative rating, and those ratings don't make much sense of you look at the actual tickets, effectively making this feature useless for us.

     

    Glad if you could help.

     

    Alexander

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  • Brett Bowser
    Zendesk Community Team

    Hey Alexander,

    There's no way to make the satisfaction reason mandatory at this time. What you could do is create a trigger that sends a follow-up email to the user if the ticket is rated bad without a comment. You can use the following conditions:

    Meets all of the following
    * Ticket>is>Updated
    * Satisfaction > is > Bad
    * Satisfaction > is not > Bad with Comment

    Actions
    Email user > (requester)

    I hope this helps!

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  • Feras Elkanoni

    Hi Brett,

    Thank you for sharing your knowledge about this feature. I just activated the CSAT and I noticed that there are reasons for "Bad" satisfaction and I can change or customize these reasons in Settings, however, I noticed that "Good" satisfaction do not have reasons which I think could be very helpful to get feed back from customers on what was the reason they were satisfied with our service. This will also be helpful in KPI reports as well. 

    I did not find a way to implement reasons for "Good" satisfaction. Is there a way to get this added in the system? 

    Thanks,

    Feras

     

     

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  • Brett Bowser
    Zendesk Community Team

    Hey Feras,

    There's no option for Good Satisfaction Reason at this time. The user would be able to leave a Good Satisfaction with a comment if they wish to do so. I'm happy to pass this feedback along to the appropriate team so they're aware of this need.

    Let me know if you have any other questions!

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  • Arkadiusz Szafraniec

    HI, 

    Is there any possibility to remove satisfaction reason from "Reasons not in use" column? I`ve got too much there.

    Thanks for your help, 

    Arek

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Arkadiusz Szafraniec,

    You can accomplish this is by changing your Admin setting in the sidebar, then select Settings > Customers and click the Satisfaction tab. From there, you'll just need to make the following change I've highlighted below.

    Best regards. 

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  • Reshma Patel

    Any plans on allowing the ability to configure more than 5 reasons?

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  • Erika Camille Sundian
    Zendesk Community Team

    Hello Reshma Patel,

    I understand you would like to add more than 5 reasons, but at this stage, there are no plans to add more than that yet.

    I would recommend reaching out to our Feedback on Support forums and suggesting this change so our devs can consider implementing it in a potential future update. 

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  • Esmeralda Contreras

    Ya configuré mis razones y las guardé pero al pobar en un chat real calificandolo mal, no me aparecen, solo veo el campo para ingresar comentario

    --

    English translation added by the Zendesk Community Team via Google Translate: 

    "I have already configured my reasons and saved them but when I tried in a real chat, rating it wrong, they do not appear, I only see the field to enter a comment"

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  • Gail L
    Zendesk Community Team

    Hi Esmeralda,

    The satisfaction reasons will work on any email surveys sent via Zendesk Support, they are not a part of the chat ratings. We have more details on chat ratings in Measuring visitor satisfaction with chat rating.

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  • Katy

    I am in the process of determining whether to turn on reasons for our CSAT. There is a concern internally about all agents being able to view all other agents' dissatisfaction reasons. Is there any way to limit reasons visibility only to admins, or anything like that? 

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  • Brett Bowser
    Zendesk Community Team

    Hey Katy,

    I double checked on my end and we currently do not have a way to restrict agents/staff from accessing tickets with a satisfaction rating nor hide a ticket's hide the satisfaction rating.

    The only restriction currently would be to remove agents access to ticket outside their group which can be configured on their profile page if you don't have custom roles on your account.

    Let me know if you have any other questions for me!

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  • pansenzhe

    I have repeatedly deleted one of the reasons being used, and saved it here successfully, but it will appear again after an hour. This is why

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