Enabling and using CSAT

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74 Comments

  • Rochelle Saldanha

    Can someone help?

    My placeholders {{satisfaction.current_comment}} are not appearing as the formatted block just the plain text in both Macros, Trigger

    The email is going but the {{satisfaction.current_comment}} is not being converted

    Satisfaction tab ticked

    Satisfaction = offered action done in Trigger

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  • Noly Maron Unson
    Zendesk Customer Care

    Hi Rochelle,

    Hope you're well. The placeholder {{satisfaction.current_comment}} is expected to return a plain text version of the comment that the user added when rating the ticket.

    I believed that only the placeholder {{satisfaction.rating_section}} is expected to return a formatted block. 

    See Zendesk Support placeholders reference

    Hope this helps. 

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  • GrowthDot

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  • Reza

    Hi there is it possible to disable the request of CSAT for a few specific customers? I have a small number of customers that don't want to be asked for feedback every time that a Case is SOLVED.

     

    I can see this Automation - Request customer satisfaction rating (System Automation)

    and wondered if it would be a good idea to add in exclusion conditions for customers with specific email addresses?

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  • Sydney Neubauer
    Zendesk Luminary

    Hi Reza it is possible. You will need to adjust your CSAT automation so that it doesn't fire on a certain tag (we use no_csat in the ALL conditions) and then you add that tag to the profile of the requesters that are not to get a csat (the tag is automatically added to any ticket they create).

    Hopefully that helps!

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  • Tiffany Kepler

    I just enabled CSAT for my account and it didn't create the triggers automatically. I can't find them. I don't want them enabled, but I just thought that I would mention it.

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  • Sydney Neubauer
    Zendesk Luminary

    Tiffany Kepler it doesn't create triggers to my recollection but automations. Are you able to find them under automations?

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  • Tiffany Kepler

    Sydney Neubauer oh I think i got triggers and automations mixed up. I checked automations and i do not see anything created there either. I do not see the view that was supposed to be created either.

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  • Tiffany Kepler

    Noly Maron Unson does anyone know the criteria for the view for CSAT responded tickets? since one didn't get created for me automatically. I need to set one up

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  • Francis Casino
    Zendesk Customer Care
    Hello Tiffany,
     
    If you're looking to create an automation for CSAT, you can refer to the screenshot below You can also customize your surveys depending on your workflow. More information here: Customizing your customer satisfaction survey 
     

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  • Matilda Pilfalk

    Hi! I have read trough this tread but haven't found out if there is a solution to not send a CSAT to New tickets which we just Solve without a public comment from an agent. My automation look like this and I know that the "Ticket: Privacy: Ticket has public comments" didn't really work as I thought. Thought it meant that the ticket need a comment from an agent and if it does not have that the CSAT will not be send out.

    Use Case: We have a lot of tickets which we just solve due to some customers mistakenly send us two similar emails, suppliers that just give us information or random info that we don't need to answer. In all these cases we do not want to send out a CSAT and it will be a lot of work to always add the tag.

    Ideally I want a rule in the automation that their must be a public comment from an agent for the CSAT to be sent, but I can't really figure it out.

    Would it work if I create a trigger that always add the tag "no_satisfaction" to tickets with no public answer from an agent? Is that even possible?

    Thanks for your help!

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    2. Rating forms

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    4. Text-based forms

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  • Noly Maron Unson
    Zendesk Customer Care

    Hi Matilda,

    There is no condition that will check for the absence of comment when the ticket is set to Solved but there is one that checks for the presence of comment. In this case, we can use the opposite to tag tickets that were solved with public comments from agents and then use the tag in your CSAT automation to only send the survey if the tag is present in the ticket.

    This is a sample draft of the trigger that will tag the ticket. 

    However, I suggest that you also create a trigger to remove the tag if a ticket is reopened. Something similar to the draft below.

    Hope this helps.

     

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  • Matilda Pilfalk

    Thanks for the suggestion! I did two triggers with the function above and namned the tag #send_csat and then I changed the information in the automation to this, hopefully it works:

     

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