How do I use CSAT?
CSAT (customer satisfaction ratings), allows end-users to briefly evaluate their support experience. An email is received 24 hours after the interaction.
Gathering the essential data is the main goal, and this is expressed in a positive or negative rating.
End-users do not have to be logged in to rate their tickets. Selecting a response is optional, and can be skipped, see Working with satisfaction reasons.
End-users can change their rating until the ticket is closed. See Tracking your support requests for information on viewing your tickets in Help Center.
How it works
An automation called Request customer satisfaction rating is automatically added to Zendesk Support.This automation sending the survey email to the ticket requester, and can be customized.
To enable customer satisfaction rating, see Enabling customer satisfaction rating.
You can view your overall score and individual ratings in the Customer Satisfaction dashboard (see Viewing your Customer Satisfaction score and ratings).
For complete instructions about CSAT, see Using CSAT (Professional and Enterprise).