When you enable CSAT (customer satisfaction) ratings, end users are prompted to rate the support they received by answering a brief survey indicating whether they were satisfied.
CSAT surveys for Zendesk Support are sent via email one day after the ticket is set to solved. For Zendesk web, mobile, and social messaging, they are presented in the messaging interface immediately after the ticket is set to solved.
You can also enable satisfaction ratings for live chat interactions, though these are managed separately, through your Chat dashboard. See Measuring visitor satisfaction with chat ratings.
You must be an administrator to enable customer satisfaction ratings.
Related article:
Activating legacy CSAT
By default, customer satisfaction ratings are disabled. You must be an administrator to enable CSAT. If you have a Multibrand account, you must have a help center enabled for each ticket brand that will receive customer satisfaction ratings.
Once enabled:
-
Zendesk Support sends your end users the customer satisfaction rating survey in
an email 24 hours after the related ticket has been marked as Solved.
A new automation called Request customer satisfaction rating (System Automation) and a view called Rated tickets from the last 7 days are created when you enable CSAT. Both can be modified as needed to suit your workflow. If you decide you no longer want to send users the CSAT email, you must manually disable the automation that was created.
-
Zendesk messaging (if used in your account) sends your end users the survey in
the messaging web or mobile interface immediately after the related ticket is
marked as Solved.
A new trigger called Request customer satisfaction rating (messaging) is created when you enable CSAT for web or mobile messaging, and a trigger called Request customer satisfaction rating (social messaging) is created when enabled for social messaging. If you do not want to offer CSAT surveys as part of a messaging conversation, you'll need to manually disable the trigger (see Sending a CSAT survey to your customers).
- If you have enabled ratings for live chats, the ratings captured through a live chat conversation will appear at the top of the related ticket. See Understanding how chat rating works with customer satisfaction ratings.
In Zendesk Support, you can also enable satisfaction reasons for surveys sent for tickets, which allow you to add a follow-up question to negative survey responses. For information, see Working with satisfaction reasons.
You can disable customer satisfaction ratings at any time. Deactivating CSAT via the End users > Satisfaction tab described below will automatically deactivate the default automation and triggers. However, if you have created a custom automation or trigger, you must manually deactivate it to disable the CSAT survey. See About the CSAT business rules.
To enable customer satisfaction ratings
- In Admin Center, click
People in the sidebar, then select Configuration > End users.
- Click the Satisfaction tab, then select Allow customers to rate tickets.
- Click Save tab at the bottom of the page.
For details about the automations and triggers created during enablement, see About the CSAT business rules.
To view your customer satisfaction ratings and score, see Viewing your Customer Satisfaction score and ratings.
Deactivating legacy CSAT
You can deactivate the legacy CSAT option at any time, especially if you want to use the updated CSAT experience. 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.
- In Admin Center, click
People in the sidebar, then select Configuration > End users.
- Click the Satisfaction tab, then deselect Allow customers to rate tickets.
- Click Save tab.
- 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.
About the legacy CSAT business rules
When CSAT is enabled, business rules are created to send the surveys to your end users. In this section, we'll discuss the following:
Understanding the CSAT automation for Support
The customer satisfaction rating automation, Request customer satisfaction rating (System Automation), sends the survey request email 24 hours after a Zendesk Support ticket has been solved.
- Unoffered means that the survey has not previously been sent
- Offered means that the survey has already been sent
- Bad is the requester's negative rating
- Bad with comment is the requester's negative rating with their comment
- Good is the requester's positive rating
- Good with comment is the requester's positive rating with their comment
The unoffered value is used here because we only want to send the survey for tickets that have not already been rated.
The automation actions send the survey request email to the requester.
The {{satisfaction.rating_section}} placeholder contains the rating question and answer links. You can modify the surrounding message as needed. And as always, a canceling action is used to complete the automation; ticket satisfaction is set to offered to requester.
This automation can be modified to exclude tickets using many different criteria. For example, you might not want surveys sent for tickets assigned to a certain group or from a certain organization or for tickets containing certain tags.
Understanding the CSAT trigger for web and mobile messaging
The CSAT collection trigger for web and mobile messaging channels is created when:
- Messaging is enabled
- CSAT is enabled
This trigger, Request customer satisfaction rating (messaging), fires immediately after the related ticket has been marked as Solved, and presents the survey request to the end user in the messaging interface.
The survey sent by this trigger includes a rating component with Good and Bad options, as well as a comment component that is only displayed if the end user selects a rating option. These components can be ignored by the end user, if they do not wish to participate in the survey.
Below is an example of the web and mobile messaging trigger:
Understanding the CSAT trigger for social messaging
The CSAT collection trigger for social messaging is created when:
- Social messaging is enabled
- CSAT is enabled
The trigger, Request customer satisfaction rating (social messaging), fires immediately after the related ticket has been marked as Solved, and presents the survey request to the end user in the messaging interface.
For social messaging, When the criteria above is met, CSAT is enabled for the following social channels that have been added to your account:
- Facebook Messenger
- LINE
- X (formerly Twitter) Direct Message
The survey sent by this trigger includes a rating component with Good and Bad options, which can be ignored by the end user if they do not wish to participate in the survey.
Below is an example of the CSAT trigger for social messaging:
About the legacy CSAT experience
When you have the legacy CSAT experience enabled, a system-generated automation called Request customer satisfaction rating is added to Zendesk Support. This automation sends the survey email to the ticket requester 24 hours after the ticket is solved.
The email body in the automation uses a placeholder called {{satisfaction.rating_section}} to insert the survey question into the message, as shown here:
Hello {{ticket.requester.name}},
We'd love to hear what you think of our customer service. Please take a moment to answer one simple question below:
{{satisfaction.rating_section}}
Here's a reminder of what your ticket was about: {{ticket.comments_formatted}}
When customers receive the email, they simply click either the Good or Bad links and follow the steps. See About the Request Customer Satisfaction Rating automation.
The end user’s initial rating submitted via the email link is saved for up to one hour as their “intention.” This delay gives users the chance to review their ticket and write a comment about their rating.
If users:
-
Do not submit further information within one hour, their intention is recorded as their rating after the one hour period has lapsed. In this scenario, there is up to a one-hour delay between the time the user clicks the rating in the email and the time in which the rating is recorded.
-
Add further information about their rating to the ticket, their rating and comment are recorded as soon as they submit the ticket.
In this example, the end user clicked the 'Good, I'm satisfied' link so the Good button is shaded blue to indicate that it is the selected rating. A comment can be added and the rating can be changed.
If you have satisfaction reasons enabled, end users who select 'Bad, I'm unsatisfied' are presented with a drop-down menu of possible reasons for their negative response.
Selecting a response is optional, and can be skipped. For information, see Working with satisfaction reasons.
Using customer satisfaction rating placeholders in Support emails
Placeholders are best used in triggers and automations. Inserting them into a macro or comment creates a plain text version of the CSAT request, which permits other users to submit a satisfaction score for the requester and requires end users to click the URL and sign in to your help center to complete the survey. Additionally, if you insert the {{satisfaction.positive_rating_url}} or {{satisfaction.negative_rating_url}} into a comment, it can take up to 45 minutes for the rating to be updated in the ticket.
Aside from the placeholder mentioned above, {{satisfaction.rating_section}}, the customer satisfaction rating feature adds four other related placeholders. All of these placeholders can be used in various ways and are described in the following table.
Placeholder | Description |
---|---|
{{satisfaction.rating_section}} | A formatted block of text prompting the user to rate satisfaction. |
{{satisfaction.current_rating}} | The text value of the current satisfaction rating, either Good or Bad. |
{{satisfaction.positive_rating_url}} | A URL to rate the support positively. |
{{satisfaction.negative_rating_url}} | A URL to rate the support negatively. |
{{satisfaction.rating_url}} | A URL to rate the support (positive or negative are not pre-selected). |
{{satisfaction.current_comment}} | The comment that the user added when rating the ticket. |
81 comments
Simon
I just tried turning this on in our sandbox, but the automations don't get created. Is this expected behaviour?
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Anne Ronalter
the CSAT Automation should also be in your Sandbox.
Therefore, please open a Support ticket, so that we can investigate the issue.
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Jack
Trying to enable CSAT on a fresh trial account results in "Failed to update satisfaction settings" when trying to save changes - is this expected behaviour?
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Christine
I created a ticket on your behalf to assist you further. Kindly check your email for updates. Thanks!
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Jennifer Post
Hi there! Looking to enable CSAT for ZD Support tickets and am curious why there isn't an option to leverage numerical scores to measure Customer Satisfaction. I am super eager to leverage more of the Zendesk platform, however, am unsure if Satisfaction is a tool I'm able to implement without this type of rating.
1
Heather Rommel
Jennifer Post,
Zendesk offers "Good" or "Bad" and that's it, at the moment. I've seen some Zendesk customers use the Sweethawk app with good results as you can configure it to hook back to Zendesk and set the Zendesk native CSAT to good or bad based on the score. I don't work for them, just mentioning this is the solution I've seen. https://sweethawk.com/zendesk-survey-app
0
Dinesh Korgaokar
{{satisfaction.rating_url}} URL generated with this can be accessed by agent or anyone who has it. This can lead to manipulation of feedback. Any solution for this.
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Stephen White
After a customer self-serves via messaging, selecting 'yes my problem is resolved' and getting the "Great, knowledge is power. You can ask me another question at any time." is there a way to present CSAT?
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Jupete Manitas
Hoping we are understanding it correctly but the satisfaction.rating_url is best used in support emails via triggers and automation. Only the end-user who login into their email can access the CSAT rating. it is expected, agents who solved the ticket will have no access to the URL sent by the trigger or automation to the end-user's email. Also, this cannot be edited at the moment. Thank you!
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Dinesh Korgaokar
Hey Jupete Manitas,
We used this in macro assuming only end user can open the URL, but anyone with the URL can open and submit the score.
Thanks
0
Jupete Manitas
Hi Dinesh,
Using these CSAT placeholders in a macro is not supported. Inserting them into a macro or comment creates a plain text version of the CSAT request, which permits other users to submit a satisfaction score for the requester and requires end users to click the URL and sign in to your help center to complete the survey. As also mentioned above.
Additionally:
As also described here: About CSAT (Customer Satisfaction) ratings in Zendesk Support.
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Dinesh Korgaokar
Hello Jupete Manitas,
Article refer for your knowledge, https://support.zendesk.com/hc/en-us/articles/4408820933146-Can-customers-change-their-satisfaction-rating-
I used this article for reference to create a link to resend to customer.
you can very much open the satisfaction link if you are not logged in. You may need to crosscheck with you team.
Thanks
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Jupete Manitas
And we have raised this to the product team for review since using them in macros can create a plain text version and permits other users to submit a satisfaction score for the requester.
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Natasha Fu
Hi team,
Would like to confirm some business rules with you:
"Zendesk Support sends your end users the customer satisfaction rating survey in an email 24 hours after the related ticket has been marked as Solved." - What if the ticket is marked as open, pending, or paused, will it trigger CSAT Survey to the customer?
- Email received from the customer, ticket marked as resolved with No reply from agent
- Agent initiated an email to the customer as a follow-up for phone/chat, ticket marked as resolved with No reply from the customer in 24 hours
- Agent initiated an email to the customer as a follow-up for phone/chat, ticket marked as resolved with Reply received from the customer after 24 hours
Thank you.
0
Gabriel Manlapig
Please see my answers below:
1) "Zendesk Support sends your end users the customer satisfaction rating survey in an email 24 hours after the related ticket has been marked as Solved." - What if the ticket is marked as open, pending, or paused, will it trigger CSAT Survey to the customer?
-No, if customer responded and marked the ticket as re-opened before 24 hours, CSAT Survey automation will not fire to send email to your customer.
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." - What will happen for the following case, will CSAT survey trigger?
-Email received from the customer, ticket marked as resolved with No reply from agent
-Tickets coming from end users will have already "public comment" and will meet that condition. To answer your question, yes CSAT survey will fire on this case.
-Agent initiated an email to the customer as a follow-up for phone/chat, ticket marked as resolved with No reply from the customer in 24 hours
-This will also fire the CSAT survey automation if the initial email sent by your agent is set to public comment. However, If you enable the "Allow first comment on tickets to be private" this will allow creating internal tickets, then the conditions won't be met = CSAT will not be sent.
-Agent initiated an email to the customer as a follow-up for phone/chat, ticket marked as resolved with Reply received from the customer after 24 hours
-Yes, this will fire the CSAT survey automation since the customer responded and re-opened the ticket after 24 hours.
I hope this answers your questions. Thank you!
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Mistyamber Reynolds
We would love to use Zendesk CSAT, however, the limitations of the rating scale prevent us from using it. Having Good or Bad as the only options does not give us the level of detail we need. I would love to see a five point scale and be able to customize when the survey goes out so I can use Zendesk for all our needs.
1
Louisa Adams
Hi - I'm curious if there is a way to limit the frequency that CSAT is sent per end user? We have a lot of frequent interaction with our customers and I'm curious if I can update this trigger so CSAT is only sent out 1 or 2 X a month for each person?
1
Zsa Trias
Hello Louisa,
I have found this tip posted in the Community that you may want to check out: Reducing Satisfaction Surveys
0
Amy Louthan
We have customers that send frequent tickets for us to update our platform as part of the workflow. Is there a way to limit the number of CSATs they receive so they dont get one for every ticket? but maybe only one a month instead?
0
Scott Allison
Amy Louthan It's not currently planned, but we do have a feature request here you could add your support to: https://support.zendesk.com/hc/en-us/community/posts/4409217595674
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Grigoris Myaris
Hello!
When multiple agents handle a single ticket, can we pin the CSAT score to the one that took it instead of the last one that handled it?
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Christine Diego
The CSAT rating, good or bad, will always be associated with the last assignee of the ticket. The new assignee can reassign the ticket back to the original assignee to receive the CSAT before setting the ticket to solved.
You can also create a report that identifies the assignee of a ticket at the time the CSAT was given. For more information, see the article: Explore recipe: Determine ticket assignee when satisfaction rating is given.
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Andres
Do I have this right, you automatically ask for a rating from my customer regardless of the plan, but I can't see any of the ratings without upgrading to the professianal plan?
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Zsa Trias
Hello Andres,
Customer Satisfaction Ratings are sent via business rules, so you can definitely create triggers or automations to notify your customers, however, the satisfaction rating placeholders mentioned in this article would only work if you're on a Professional/Enterprise plan. Otherwise, your customers won't be able to submit their ratings.
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Andres
Thank you for the reply Zsa, but I'm still not sure I understand.
Question 1 - Does Zendesk automatically set a rule to ask my customer to rate my level of support when I close a tickett?
Question 2 - If question 1 is true, is there a way to see the ratings?
It seems to me that automatically asking my customers to rate the level of support but then for me to have no way of seeing that responce / rating is super unhelpful. They could leave a bad rating or ask an additional question and I will have no way to know about it. It seems I should (and really anyone not on the more expensive tier) should disable that rule Zendesk makes asking for the rating...
Am I missing something?
0
Zsa Trias
Hello Andres,
1. If you are on the Professional/Enterprise plan and have enabled CSAT per instructions above, a new automation would be automatically created. The default setup would be that the automation would send the survey to the requester 24 hours after a Zendesk Support ticket has been solved.
2. Once a customer rates a ticket, you should see that in the ticket itself. Please refer to the screenshot below.
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Now for the issue you mentioned where Zendesk is automatically asking for a rating, but you don't see their responses, I'd like to check that for you. Let me create a private ticket so we can look into your account specifically. You should receive a separate email from me shortly.
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Omer Sheikh
Hi Jennifer Rowe,
I am on the Suite Professional plan and I just activated CSAT collections using the process described in the article.
Surprisingly, none of the automations and views mentioned were automatically created in my account. Is this a bug? Do I have to manually create all the automations and views now?
Thanks
0
Paolo
I have created a ticket regarding this matter for us to check on this further. One of our advocates will reach out to you soon. Thank you!
Paolo | Technical Support Engineer | Zendesk
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Sydney Neubauer
For Messaging CSAT, is it possible to only have the CSAT offered for some of the Brands? For example, we have 5 Brands, 2 have messaging enabled and only 1 wants CSAT. Can the trigger be configured in a way to only show CSAT on 1 of the Brands offering messaging?
0
Joyce
CSAT for Messaging is triggered by the Request customer satisfaction rating (messaging) trigger. You can modify this and add the "Brand is" condition under Meet ANY to control the messaging CSAT per brand.
You can also visit the About CSAT ratings in messaging article for more information.
Hope this helps!
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