Enabling and using CSAT

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30 Comments

  • Elise Doherty

    Hi!

    Do I understand from the last section that you could simply add the option to rate in the email informing customers that their ticket was solved instead of as a separate ticket?

    Thank you in advance!

    Best,

    2
  • Brett Bowser
    Zendesk Community Manager

    Hey Elise,

    That is correct. You can just disable the default automation for rating a ticket and include the placeholder in your trigger that notifies the user that their ticket has been solved instead.

    Let me know if I'm misunderstanding your question!

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  • Ann Chung

    When I use the placeholder {{satisfaction.rating_section}}, it does not appear as above. It is inserting the below into the public reply: 

    "How would you rate the support you received? You can copy the following URL into your browser to rate: https://internalrmssupport.zendesk.com/requests/227893/satisfaction/new/w8EyGIOv3eOtiqUKs4oPGEGe8?locale=1" 

    I have tried to create Macros several times, and it will not populate the formatted text block as in the example above. 

    1
  • Christopher Stock
    Community Moderator

    Hi @..., that's the expected behaviour when using that placeholder in a Macro. If you add the same placeholder to a Trigger or Automation the customer will see the full block that you're expecting.

    1
  • zach.prasser

    I checked tickets for the tag I created with my automation, but I'm not seeing that the survey was offered in the Events of any tickets after 48 hrs of a Solve. I also searched for the tag and came up with nothing.

    Do you have to designate a Channel in order for the automation to work? Right now, I have it set as:

    Could it be that I have 'Ticket: Channel > is not > Voicemail', instead of something like 'Ticket: Channel > is > Email'?

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  • Dave Dyson
    Zendesk Community Manager

    Hi Zach,

    A couple potential issues with your setup that would be dependent on what happens with the tickets in your instance:

    • If you have another automation that sets Solved tickets to Closed after a certain amount of time, then if the timing for that automation is shorter than the 48 calendar hours after solved that you have specified here, your tickets will get closed before this automation can run. This seems like the most likely scenario.
    • If your tickets take longer than 330 business hours to solve, then this automation won't get a chance to run on them either. (This seems unlikely for most businesses, but it's possible I suppose.)

    My suggestion would be to look at a few tickets that you think should have met the conditions of this automation, and check them against the conditions here (see Viewing all events of a ticket). If you're still not able to figure out what's going on, then I'd suggest contacting our support team directly as they'll be able to look into your account directly.

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  • Yeny Lei

    Hello!

    I was wondering:

    1- if an agent initiates the creation of a ticket to a client, will they still be asked to provide feedback?

    2- if a ticket is created on behalf of a client, but there's never an actual message sent to the client (all the comments are internal comments only), will the client get a feedback email once the ticket is closed?

     

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  • Dave Dyson
    Zendesk Community Manager

    Hi Yeni,

    1: Yes – by default, it doesn't matter who initiates the ticket.
    2: The default automation that's created when Satisfaction is enabled actually includes one more critiera – "Ticket:privacy, has public comments", meaning that if there are no public comments (from the agent or the customer), the satisfaction survey would not be sent.

    The Satisfaction automation can be modified using any of the criteria here: Automation conditions and actions reference, so if you want to change the behavior, you do have the ability to do that.

    Hope this helps!

    1
  • Phil Andrews

    Hi there 👋

    We're currently on Explore Lite - on the Satisfaction tab in Explore there seems no way to drill down to find out which individual tickets have been rated or see comments left by users.

    Not sure if I'm looking in the wrong place, or we need to upgrade Explore to see this?

    Thank you

    0
  • Josh
    Zendesk Customer Care

    Hi Phil,

    Thank you for messaging us.

    You are actually in the correct place however, to see individual tickets that have been rated or see comments left by users you will need Explore Professional to create a custom report regarding this.

    You can check this article for more information about the cost.

    1
  • Shadea Mitchell

    Hi! The instructions for enabling the CSAT score are out of date. When I go to People > Configuration > End Users, there isn't a "Satisfaction" tab. 

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  • Sabra
    Zendesk Customer Care

    Hey @...! As a reminder, you need to be on the Support Professional plan and above or the Suite Professional plan and above in order to see the "Satisfaction" tab to enable CSAT surveys. 

    0
  • Felipe Soares

    I posted this question to support but had no luck so far. The {{satisfaction.positive_rating_url}} and {{satisfaction.negative_rating_url}} tags work fine for the email follow up automation, but when I use it on a trigger for ticket comments ( in the agent's signature) the links require the customer to login in order to complete the rating. 

    Why does the same ticket URL generated by the email allows anonymous rating but the triggered one requires login?

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  • Dave Dyson
    Zendesk Community Manager
    Hi Felipe -
     
    That's interesting – I created a trigger that sends an email notification including the two satisfaction placeholders you mention, and when I go to the email and click the links (having logged out of the account entirely), it does allow me to click the resulting links (which include my account subdomain, the ticket number, and some token information) which take me to the satisfaction page without needing to log in.
     
    Is it possible that when you click the links in the email, you're still logged in as an account admin?
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  • RichL

    Felipe Soares That's happening because you also have to set the Satisfaction = Offered to requester in your trigger.

    Until Satisfaction = Offered the survey will not be accessible by the End user. Or presumably anybody for that matter as you will always receive the "Agents cant review tickets" message if you try to access from an agent/staff account.

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  • Felipe Soares

    Thanks! That did work, adding the action to change to "Offered to requester" did clear the issue.

    0
  • Nikki

    This link is broken:

     

    Tip: Check out Andrew's community tip for enhancing your CSAT survey with Mr. Happy and Mr. Sad faces.

     

     

    (Or, I guess maybe it's one of the ones impacted by the current community posts issue...)

    0
  • Johannes Casados

    Hello,

    Can I modify the CSAT survey with my own questions? Where would the answers be populated?

    1
  • Brett Bowser
    Zendesk Community Manager
    Hey Nikki,
     
    It looks like that post is part of our service incident mentioned in the above banner regarding posts being removed unintentionally. Our team is currently working on getting the content restored so stay tuned! I was also able to track down a cached version of the page here that could help in the meantime: http://web.archive.org/web/20210415060420/https://support.zendesk.com/hc/en-us/community/posts/211668888
     
    Johannes, it looks like there's no way to change the questions presented to the user in the CSAT survey. You'll most likely want to see if there's a 3rd party integration that can accomplish what you're looking for in our App Marketplace
     
    I hope this helps!
    0
  • Nikki

    Brett Bowser - thanks so much for your help tracking down the cached version

    0
  • Allen Lai / Head of CX @ Otter.ai

    I only want to send a survey once the ticket has been closed, since we may automatically set a ticket to closed if it's been pending for longer than 48 hours or a customer may have a follow-up question after we set the ticket to solved.

    Should the condition be:

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  • Dave Dyson
    Zendesk Community Manager
    Hi Allen,
     
    Waiting until the ticket is Closed will prevent CSAT responses from being recorded, because Closed tickets cannot be modified in anyway. I'd recommend adjusting your workflow triggers so that tickets pending for more than 48 hours etc. are set to Solved instead of Closed status, if you want to be able to receive CSAT responses on them.
    0
  • Tony Ho

    Hello! I'm looking to enable CSAT/satisfaction ratings on our instance but not have any of the automations/triggers fire to send off ZenDesk survey requests since we use another service automation for our CSAT (NiceReply).

    My goal here is simply to make the satisfaction fields available as a condition for me to use in further triggers and automation.

    Is that possible? Would all I need to do be to deactivate the Business Rules mentioned in the above article?

    Thanks!

    0
  • Dave Dyson
    Zendesk Community Manager
    Hi Tony –
     
    I believe Nicereply creates its own custom fields for whichever survey type you choose which you can use in triggers and automation, so you should disable the Zendesk CSAT feature. Otherwise I think uses may see see Zendesk CSAT survey options if they log in to your help center an look at their own solved requests. In any case,  it's probably best to contact Nicereply to verify this.
    0
  • Paul

    Hello!

    I'd like to know how we can disable/stop automated emails from rating tickets. For example, if we receive an automated response, we immediately mark it as Solved. And now we've received a Bad Rating as a result of it? How can we dispute or avoid that, given that it was an automated response, which is why we closed it in the first place?

     

    Your assistance will be highly appreciated!


    Thank you,

    Paul

    0
  • Dane
    Zendesk Engineering
    Hi Paul,
     
    I have also experienced this. The root cause and recommendation has been discussed in Why am I receiving unexpected bad satisfaction ratings?

     

    0
  • Michael Duran

    We want to include the previous conversation in the CSAT itself instead of the link. We found that customers need to sign into their user accounts to access the ticket.

    Is there a way to include the previous conversation in the CSAT ticket itself? 

    0
  • Dane
    Zendesk Engineering
    Hi Michael,
     
    You can use the placeholder for comment data and add it to your CSAT automation
     
    {{ticket.comments_formatted}}
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  • Jacob Hill

    Is there a way to ignore bad ratings so that they don't show up in an agent's stats?

    0
  • Scott Allison
    Zendesk Product Manager

    Jacob Hill Yes, you can mark tickets with a tag, and then use that tag to filter them out of Satisfaction reports in Explore. This won’t remove the response on the ticket, but does provide you a way to exclude them from your reports. 

    For example, you would Add "ticket tags", then choose the tag you want to exclude:

    0

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