About CSAT ratings in messaging

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  • Elise Doherty


    If I enable the function but disable the trigger, am I able to use the CSAT placeholders in other triggers without generating a dedicated email? Thank you in advance!

  • Brett Bowser
    Zendesk Community Manager

    Hey Elise,

    Excellent question! Yes you can enable CSAT's on your account and just make sure the automation is disabled so the email notification does not get sent out after a ticket has been solved.

    Let me know if you have any other questions!

  • Richard Rijo Almeida

    Hi ! Great post and thanks for sharing 😄. 

    Actually, I'm using a placeholder to send a CSAT survey on WhatsApp support in status Solve Ticket, but Zendesk offers a native CSAT to WhatsApp or another option ? 

    I try to find anything like Chat Like / dislike 



  • Dave Dyson
    Zendesk Community Manager

    Hi Richard,

    It sounds like you're using the correct method for sending CSAT surveys via WhatsApp – see Measuring CSAT on Whatsapp and Facebook messenger

    This article is about Zendesk Messaging, which works differently; for more information, see Introducing Zendesk Messaging

  • Антон Минцев

    When we can expect the feature will work in other languages as well?  
    We have to disable it as CSAT messages were re-opening tickets. 

  • barbara


    Is there a way to limit social messaging CSAT to be sent only once in XX days? Thanks.

  • Scott Allison
    Zendesk Product Manager

    @... Can you explain more about why you want to limit CSAT in this way?

  • barbara

    Hi Scott,

    We regularly communicate with the same requesters via social messaging tickets (Whatsapp). It might get a little annoying for the requester to receive a CSAT survey after each conversation.


  • Zidane

    Hi, is it possible to custom/change WHATSAPP CSAT TEXT into others language since currently our customers mostly didn't understand English well?

  • Ariane Frances dela Cruz
    Hi Zidane,
    The survey answer and questions are localised into the user’s location data here’s a reference article for that The end user experience. You can check and change the visitor’s language in the information panel from Support Setting and detecting a user's language
    Let me know if you have any additional questions. 
  • Admin


    when a customer initiates a chat through Instagram Direct, they will not receive the CSAT until the ticket is closed. But if the ticket is assigned to another group for follow-up via email, then at the end, the customer will receive 2 CSAT questions? 1 On Instagram (trigger) and one via email (automation)?

  • Ariane Frances dela Cruz

    Hi System Admin, 

    When the Trigger for Social Messaging CSAT is fired, the "Request messaging rating" action will automatically change the Satisfaction to "Offered". Since the default CSAT automation for email channel has a condition Satisfaction > Unoffered, the automation will not run twice on the same ticket. You can also check this article here Customizing your customer satisfaction survey

  • Fernando Souza Nery Filho

    Hey there!

    The link regarding WhatsApp rating seems to be offline now.

    It doesn't look like Zendesk has enabled WhatsApp buttons, so customers have to reply with text messages. We have a few customers that replied "You can say: GOOD, BAD" as "Good!", and because they just added the "!", Zendesk gets confused and creates a new ticket as shown below (in Portuguese).

    Is there a way to manage this better? Is there a roadmap to implement WhatsApp Buttons?


  • Taylor Bowser
    Zendesk Customer Care

    Hi Fernando Souza Nery Filho

    Thanks for reaching out! I recommend creating a post in our Product Feedback Community where our Product Managers monitor requests for future developments. In addition, other end users can upvote your post and comment if they've found successful workarounds in the meantime. 



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