Deactivating the legacy CSAT option

What's my plan?

All Suites

Growth, Professional, Enterprise, or Enterprise Plus

Support

Professional or Enterprise

You can disable legacy CSAT if you want to stop sending CSAT surveys or if you want to start using the updated CSAT option. You must disable legacy CSAT before you can use the updated CSAT option. You can have only one CSAT option activated at any given time.

Deactivating the legacy survey also deactivates any default automations and triggers associated with legacy CSAT. If you have custom CSAT automations and triggers, you must manually deactivate those.

To deactivate legacy CSAT

1. In Admin Center, click People in the sidebar, then select Configuration > End users.
2. Click the Satisfaction tab, then deselect Allow customers to rate tickets.
3. Click Save tab.
4. If you have any custom automations and triggers that use the placeholders {{satisfaction.rating_section}} or {{satisfaction.rating.url}} or that use the "Request messaging rating" action, you'll need to manually find and update or deactivate those.