Working with satisfaction reasons

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  • Kari Petty

    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.

  • Dave Dyson
    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
  • Khaled Mesbah

    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

  • 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! 

  • Ashish G

    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.

  • Dave Dyson
    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!
  • Polina Yelkina


    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. 



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