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Enabling legacy CSAT (customer satisfaction) ratings



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Jennifer Rowe

Zendesk Documentation Team

Edited Oct 16, 2024


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81 comments

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

Zendesk Customer Care

Hello Simon,

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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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

Zendesk Engineering

Hey Jack,

I created a ticket on your behalf to assist you further. Kindly check your email for updates. Thanks!

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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.

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Heather Rommel

Zendesk LuminaryThe Product Manager Whisperer - 2021Community Moderator

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 

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Dinesh Korgaokar

Zendesk Luminary

{{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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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

Zendesk Customer Care

Hi Dinesh, thanks for writing in! 
 
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

Zendesk Luminary

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

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Jupete Manitas

Zendesk Customer Care

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:

The following rules apply to agents when using customer satisfaction rating:
  • Agents cannot rate tickets.
  • All agents see their ratings in their dashboard. This feature is enabled at the account level and applies to all agents in your Zendesk account. You can't exclude individual agents from receiving ratings on the tickets they are assigned to.

Additionally, ratings cannot be moderated. All ratings are shown.

As also described here: About CSAT (Customer Satisfaction) ratings in Zendesk Support. 

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Dinesh Korgaokar

Zendesk Luminary

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

Zendesk Customer Care

Hi Dinesh, thanks for sharing the new article. 
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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Hi team, 

Would like to confirm some business rules with you:

  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? 

  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
-    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.

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Gabriel Manlapig

Zendesk Customer Care

Hi Natasha,
 
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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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. 

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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?

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Zsa Trias

Zendesk Customer Care

Hello Louisa, 

I have found this tip posted in the Community that you may want to check out: Reducing Satisfaction Surveys

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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?

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Scott Allison

Zendesk Product Manager

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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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

Zendesk Customer Care

Hi Grigoris Myaris,
 
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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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

Zendesk Customer Care

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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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?

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Zsa Trias

Zendesk Customer Care

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.


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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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

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Paolo

Zendesk Engineering

Hi Omer,
 
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

Zendesk Luminary

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?

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Joyce

Zendesk Customer Care

Hi Sydney,
 
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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