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
Bubble Support Agent
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
0
Noly Maron Unson
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
Greetings, community! If you're keen on enhancing your survey creation abilities, try the NPS and Survey app for Zendesk! This app seamlessly incorporates placeholders and provides four survey options beyond just "Good" and "Bad."
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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
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
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
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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Growthdot
Hi community!
Gather more comprehensive information about your customers through the enhanced functionalities offered by the NPS and Survey application for Zendesk. This application expands your capabilities when it comes to engaging with your customers. To conduct a thorough assessment of customer satisfaction ratings within Zendesk, leverage various triggers to initiate distinct types of surveys. With the assistance of survey templates, you can construct:
Five-star rating forms
Rating forms
Yes/No CSAT surveys
Text-based forms
0
Noly Maron Unson
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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Anton Verhelst
Can we change the CSAT messaging message in any way?
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Destiny
Thanks for getting in touch.
I see that you're interested in customizing the message sent by the bot for the CSAT survey. At present, our system doesn't provide a built-in option to make these changes, which aligns with the limitations outlined in our documentation here: About CSAT ratings in messaging.
It would be beneficial to cast your vote for this feature request, as increased interest can prompt our development team to prioritize it. Additionally, keep an eye on our announcement page for any news regarding product releases and updates. Your patience and understanding are greatly appreciated.
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Raida Lopez
Help! I submitted the EAP form below on Wednesday, 5/2, and have not heard from anybody. Would like to customize my CSAT. Do you know how long this takes? TIA! https://docs.google.com/forms/d/e/1FAIpQLSe2CsBb9QCmkrTPmKfd2_kXn_p4ivoUl-n1b7IItC5bKehbSA/viewform
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Tetiana Gron
Raida Lopez thank you for signing up to the EAP. I enable the functionality for you soon and you will get a welcome email.
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Ivette Lara-Molina
I need to restrict the CSAT survey to only be sent during business hours. 9am - 7pm EST. is this possible?
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Tetiana Gron
Ivette Lara-Molina you can customize CSAT send out via automation and triggers. Please check Creating business rules based on business hours and holidays.
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Growthdot
Hi community! Use NPS and Survey app to conduct more advanced surveys than Zendesk suggests. You can choose 4 types of surveys with additional questions.
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