I recently received a bad CSAT rating, but I am still seeing 100% satisfaction on my Insights (View Only) Dashboard. How is this possible?
There's two possible answers for this, either Insights hasn't synced yet or the ticket has been reopened.
At this time, it is not possible for Insights to sync and display live data. For Professional customers, Insights only syncs once a day (see Setting the daily sync time for Insights (Professional)). For Enterprise customers, Insights pulls data from your Zendesk once every hour.
If the satisfaction score was just updated on your ticket, then it's very possible that Insights just hasn't synched yet and will update after the next sync.
Alternatively, if the ticket with the bad CSAT rating was reopened, the rating will be removed from your reports.
The default satisfaction metrics in Insights are filtered to only look at tickets with a Solved or Closed status (see Insights metrics reference). Much like the Ticket Statistics on the home page, if you've reopened a ticket since it was rated to follow up with the end user, then it will not be counted towards your % Satisfaction Score on the default Insights (View Only) dashboard.