Recent searches


No recent searches

Working with satisfaction reasons



image avatar

Aimee Spanier

Zendesk Documentation Team

Edited Nov 14, 2024


6

19

19 comments

What is the placeholder to see the satisfaction reason? We would like to turn on that functionality and I would like it included in the Bad Rating email notification.

0


Hi Kari,
 
I'm sorry to say that there currently isn't one. Can you upvote and add your use case to this product feedback post? Need a placeholder for satisfaction reason

0


Hi, is there a way to make the follow-up question mandatory and not optional? If not, was is the best workaround to make it mandatory?

Thank you

2


image avatar

Audrey Ann Cipriano

Zendesk Customer Care

Khaled Mesbah Hi! Unfortunately, it is not natively possible to make the follow up question mandatory in the Customer Satisfaction Surveys as of the moment.

I checked and found one community member suggested the Simplesat add-on option that allows you to set the follow-up question as required. You may check the link for more info :) thanks! 

1


If its not possible to make the followup questions mandatory, is it atleast possible to make a Reason default? I wish to replace the blank space with something like "Please choose a Reason from this drop-down" as the default reason.
PS: I do not wish to integrate any app since our team is already working on a proper CSAT structure. So, need something for meanwhile.

1


Hi Ashish,
 
The Satisfaction Reasons followup question is optional; there's no way to make it required. I'd recommend you create a post in our Feedback - Ticketing System (Support) product feedback topic, using this template, so our product team can better understand your use case. Thanks!

0


Hello!

1. is it possible to make a comment obligatory when a user chooses 'some other reason' while giving a bad rating in CSAT survey?

'some other reason' takes a big part among all reasons and it doesn't really give an understanding of what went wrong.  

2. Is the csat survey customizable (=can i add additional line of text before the list of reasons)? for example user chooses a bad rating and I want to remind him that he/she can contact customer support through the link (=link to the contact form) if his/her issue was not solved instead of rating us bad. 

thanks

2


Here's the workflow we would like to achieve.... a negative survey is submitted. We review the case and more than likely speak with the client to ensure their experience is rectified/good. We want that manager to be able to categorize the gap they discovered. This oftentimes does not align with the client-provided reason - if they provided one. 

This will allow us to identify the root cause of the dissatisfaction more accurately as well as track improvement in that area. 

Is that doable? If so, how? For this exercise, "add a tag" is not allowed. 

0


image avatar

Jupete Manitas

Zendesk Customer Care

Hello Dan, thanks for writing in! 
 
Based on our understanding, the scenario is the managers are reviewing your negative surveys from your closed tickets. Are end users are giving satisfaction reasons not aligned that are configured in your bad ratings. Since you mentioned adding a tag is not allowed. Once we reached the closed status, it is natively an inborn rule that we can no longer edit it. For this case, you may need to track it outside Zendesk. However, we recommend reaching out Zendesk Support so you can explain more details of the use case and substantial information, and zendesk can recommend workarounds when available compared here in the community. Thank you! 
 
 
 
 

0


We are currently surveying/collecting client reaction - which is very important. The reasons that clients choose for a negative survey - at times - do not align to the root cause (through no fault of the client). Assigning this root cause to the case/survey, for further data mining later, is important. 

In our org, any negative survey is reviewed by the manager and the rep who received the negative feedback. They discuss what went well, and what we can do to help bridge any gaps (training, etc.). I think this is probably pretty standard.

However, in a previous product, we were then able to record a Manager's Reason for the negative survey, which would speak to internal mechanisms (training, product, timing of PD responses, an issue with process, etc.).These response could range from "PD response too slow" or "Proposed PD fix not acceptable" or "Training" or "Client upset with billing"... as you can see, many of these "true" reasons fall outside of the narrow vision of "support". But allowing us to ascribe a second, manager-discovered reason, we can better advance our entire organization rather than focus on an individual rep (which is important, but only part of building a highly effective team). 

We can then run a report which would show our biggest drivers of those negative Surveys ... which very often did not align with the client-provided reason. This really, really helped us discover gaps that needed addressing in our previous product - and I honestly miss it very much. In ZD, we don't have that very important data point. 

0


image avatar

Jupete Manitas

Zendesk Customer Care

Thanks for the additional information, Dan. 
 
We understand if there is a limitation described in this article that did not meet your business needs. Having that said, we encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
 
Also, if you like, I can refer you to our Professional Services team. They can build custom applications for your CSAT and other tools for your Zendesk when native functionality is not meeting your needs. In addition, you can integrate your own CSAT in Zendesk via CSAT API.  Thank you!
 
 

0


Hi! 

Is there any way to react on ratings? Eg. I was rated with "unsatisfied". Can I reply to this feedback to explain background / reasons for my acting?

Thanks in advance! 

0


image avatar

Noly Maron Unson

Zendesk Customer Care

Hi Andre,

The way to follow up is by replying to the ticket itself that was rated. Following up on a bad-rated ticket is always one of the best practices to improve customer satisfaction. You can check  the article Tips for improving your customer satisfaction ratings.

Hope this helps.

0


Hi! I'm still new to the language of Zendesk but wanted to ask a quick question as we consider enabling CSAT for our customers. I know that for every ticket that is solved the satisfaction rating is automatically sent out after 24 hours. If a ticket is solved, but then a customer responds with another question or comment & I solve it again, do they receive multiple requests for a CSAT rating? Basically, for every time I ‘solve’ the same ticket do they get a CSAT request?

0


image avatar

Paolo

Zendesk Engineering

Hi Maddie,
 
A CSAT rating can be sent multiple times depending on how you set your automation/workflow. When you enable the CSAT rating, 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. You can customize this depending on your workflow needs. More information here.
 
If your use case is to only send CSAT ratings to your users once after solving the ticket, regardless if it will reopen, you can utilize Tags and Triggers to achieve this. You can create a trigger that will set a tag to the ticket once the satisfaction survey was sent. This way, it will prevent the CSAT survey to be sent again. 
 
For more information about Tags and Triggers, please refer to these articles:
Working with ticket tags
Creating triggers for automatic ticket updates and notifications
 
Best,
Paolo | Technical Support Engineer | Zendesk

1


Is there any way to edit (customize) the Good, I'm Satisfied, and Bad, I'm Unsatisfied buttons to include another verbiage? Or possibly even a thumbs-up emoji for the good and a thumbs-down emoji for the bad? Thank you in advance! 

0


image avatar

Audrey Ann Cipriano

Zendesk Customer Care

Hi Raida Lopez welcome to our Community!

We currently have an EAP for a customizable CSAT experience where it gives you more control over the end user experience by allowing you to use another verbiage besides, Good, Bad, etc, 

You may find more info and the form to fill up and join here: Using the customizable CSAT experience (EAP)
 

0


Hi! In response to my previous question--if I wanted to create a trigger to apply a tag to a ticket once the CSAT survey has been sent for the first time, what are the conditions that need to be met in trigger creation to apply that tag? I'm attempting to build the best CSAT experience for customers and having some trouble understanding all of the necessary conditions for triggers. 

Thanks!

0


image avatar

Audrey Ann Cipriano

Zendesk Customer Care

Hi Maddie McCoy we have a recipe here that you can follow to create a trigger that sends the CSAT survey once the ticket is solved: How can I send satisfaction surveys when tickets gets solved

I hope this helps! :) 

0


Please sign in to leave a comment.