About CSAT ratings in messaging

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23 Comments

  • Elise Doherty

    Hi!

    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!

    1
  • 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!

    0
  • 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 

     

     

    0
  • 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

    -1
  • Anton M.

    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. 

    0
  • barbara

    Hi,

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

    0
  • Scott Allison
    Zendesk Product Manager

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

    -1
  • 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.

    Thanks.

    0
  • Zidane

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

    0
  • 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. 
    0
  • Support Tech

    Hi,

    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)?

    0
  • 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

    0
  • Fernando 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?

     

    4
  • Taylor Bowser
    Zendesk Customer Care

    Hi Fernando 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. 

    Best, 

    -2
  • Frank de Groot

    We have enabled a couple of choices the users can select so we can get more information on why users clicked on the CSAT Bad experience. We're seeing a lot of bad experience replies where no comment is added and that does not help us a lot in analyzing the 'why'. 

    I was wondering if we can make these options/choices mandatory for users to select, is that possible? Also, would it be possible to make adding a comment mandatory if one of those options is selected?

    Thanks!

    1
  • Hannah Voice

    Hi there,

    We're hoping to configure CSAT ratings for Facebook private messages and Twitter DMs.

    Is this setup only compatible with Agent Workspace + Social Messaging (i.e. social channels that are added under Admin Center > Messaging and social > Messaging), or would it work for social channels that are configured the old way (i.e. added under Admin CenterChannels > Messaging and social > Facebook Pages/Twitter accounts?

    Thanks!

    0
  • Pablo Payet

    Hi there,

    I am trying to create an automation to send a "thank you" message to customers who have given a good rating. How can I do that?

    I also would like to add a link to trustpilot in the message.

    Many thanks in advance.

    0
  • Jupete Manitas

    Hi Pablo, thanks for writing in! Are you trying to fire the update to your users after the CSAT was received? Because it looks like the closest feature is the trigger. You set a trigger that will fire every time an action is made to the ticket which is a Good rating is applied to it. Please see the screenshot for the sample trigger conditions. 

    Thank you and we hope this information helps! 

    0
  • Yue Yue

    Hi everyone,

    I have a question about the labguage of  auto reply customers satisfication.

    For example, request 33 has already been solved, and after 24hrs, the customer will receive a satisfication email like this.

    Why there are Chinese characters, I didn't set any language other than English, and these Chinses mean: "Hi Yue, we are glad to hear your response... Here is a link..."

    Is it beacuse the language of my laptop is Chinses so the email just auto translate the language?

    Thank you!

    0
  • Scott Allison
    Zendesk Product Manager

    Yue Yue It's likely because that user's profile is set to Chinese. For more info on how that is set, take a look at this article: https://support.zendesk.com/hc/en-us/articles/4408893879322-How-does-Zendesk-set-a-language-for-a-user-in-Support- 

    1
  • Yue Yue

    Hi Allison, thanks for ur help. I found the problem is because that the customer satisification autommation is in Chinese, already solved! Thx!

    0
  • Jake Smith

    Hello,

    If we can't change the copy can you change it for us? The way it is currently worded makes it sound like the person can ask another question. When they do ask another question nothing is happening because they are at the end of the flow.

    Thanks,

    Jake

    0
  • Dainne Lucena
    Zendesk Customer Care

    Hi Jake Smith

     

    Currently, the CSAT text cannot be customized even on our end since this is by design. It's not yet on the roadmap for Messaging at the moment which you can check out here. I would recommend weighing in your use case in this feedback as well. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.

    0

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