When you enable CSAT (customer satisfaction ratings), a simple survey is added to your messaging workflow, allowing your customers to provide feedback about their support experience. These surveys are completely optional for your customers.
In this article, we’ll discuss how CSAT surveys work in the following messaging channels:
- Web Widget
- Mobile SDKs (iOS and Android)
- Social messaging channels (Line, WeChat, Twitter, WhatsApp, and Facebook when added to the Agent Workspace through the Messaging Admin Center page )
For information on using these surveys in Support, see About CSAT ratings in Zendesk Support.
CSAT must be enabled in Zendesk Support before you can offer satisfaction surveys to your customers. See Enabling and using CSAT for enablement steps, as well as more information on CSAT functionality and reporting.
This article includes the following topics:
- Understanding the end user experience
- Understanding how the survey functions
- Disabling CSAT in messaging
The end user experience
A CSAT survey request is triggered when a ticket created through a customer interaction in the Web Widget, mobile SDK, or a social messaging channel is marked as Solved. The survey questions and answers are localized into one of the available Zendesk languages based on the customer’s location data.
A CSAT survey includes the following components:
- Rating (Web Widget, mobile SDKs, and social channels): The end user can click Good or Bad, depending on their opinion.
Table 1. Web Widget Social messaging
- Comment (Web Widget and mobile SDKs only): The end user is invited to leave a brief comment describing their experience. The comment request appears only if the end user clicks a rating option.
Table 2. Web Widget
- Feedback reply (Web Widget, mobile SDKs, and social channels): After the end user enters a response, a standard reply is offered.
Table 3. Web Widget Social messaging
Note: Currently, the CSAT text cannot be customized.
Each step in the CSAT survey is optional for end users. If they do not wish to participate, they can type a new message in the composer, or end the conversation with no further action.
If end users choose to ignore CSAT and respond in the composer:
- If ticket is marked Solved: Ticket will reopen.
- If ticket is Closed: Answer Bot will initiate the re-greeting flow.
Other factors to be aware of:
- CSAT data will be ignored if it is provided after the ticket is closed.
- CSAT collection is localized in the standard Zendesk languages.
- CSAT is collected on the last active channel. If the conversation has moved from messaging to email, for example, CSAT will be collected through email.
Understanding how the survey functions
When you enable customer satisfaction rating for web, mobile and social messaging, a system-generated trigger is created. This trigger displays the survey to your customer immediately after the ticket is solved. See Understanding the CSAT trigger in messaging for details.
The CSAT survey for messaging uses the same settings as CSAT for Support.
To view your CSAT settings
- In Admin Center, click the People icon () in the sidebar, then select Configuration > End users.
- Click the Satisfaction tab.
CSAT functionality in messaging has the following limitations:
- Question text is not configurable.
- Agents cannot manually launch a CSAT survey. It can only be triggered when a ticket is marked as Solved.
- CSAT collection is represented by the Answer Bot avatar in messaging. This cannot be configured.
Disabling CSAT in messaging
CSAT is automatically applied to web, mobile, and social messaging when enabled in Support. If you do not want to offer CSAT surveys to your end users in any of these channels, you'll need to deactivate the trigger associated with that channel.
- For web and mobile messaging, deactivate the trigger Request customer satisfaction rating (messaging)
- For social messaging, deactivate the trigger Request customer satisfaction rating (social messaging)
You can re-enable CSAT in messaging by activating the trigger again.
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!
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!
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
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
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.
Is there a way to limit social messaging CSAT to be sent only once in XX days? Thanks.
@... Can you explain more about why you want to limit CSAT in this way?
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.
Hi, is it possible to custom/change WHATSAPP CSAT TEXT into others language since currently our customers mostly didn't understand English well?
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.
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)?
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
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?
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.
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?
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 Center > Channels > Messaging and social > Facebook Pages/Twitter accounts?
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.
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!
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?
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-
Hi Allison, thanks for ur help. I found the problem is because that the customer satisification autommation is in Chinese, already solved! Thx!
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.
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.
Hello , the Satisfaction reasons are editable which is highly useful. But most often customers give Bad rating without selecting any of the reasons or giving a comment
Is it possible to make the satisfaction reason mandatory for customers? This will help a huge deal in understanding why the customer is upset
At the moment the satisfaction reason is optional and there's no native way to make it a mandatory field in the Customer Satisfaction Surveys.
I've taken a look and found that other users are discussing similar needs here:
You can up-vote that original post and add your detailed use-case to the conversation. Threads with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
Is there a way for our support team to turn off ratings for individual users? For instance, we have people looking to apply and they often give us a bad rating if we redirect them to our recruiting email. It would be great to be able to opt them out of the satisfaction survey.
Hi Damara Allen you can definitely exclude specific customers from receiving CSAT. In your case, the best you can do here is by adding an exclusion tag to your CSAT trigger/automation.
For example, In your CSAT automation, add the condition Ticket: Tags | Contains none of the following |
Then you can add this tag on specific tickets that you don't want to send the CSAT to.
More info here. Hope this helps! :)
Hello I would like to ask about assigning tickets and their respective satisfaction rating.
For example, we have 2 Customer service lets call them A and B.
Customer service A received a bad rating by a customer and then the ticket is solved and CS A went off work which means he cannot reply to the ticket anymore.
Customer Service B clocked in and take The customer of CS A and replied to the ticket and solved the problem but the customer did not change his rating. So the ticket is solved and then closed.
Now in this scenario the satisfaction rating goes to who? does it go to A or B? or does it go to both?
Hello Vincent Aditya :)
The satisfaction rating will go to Customer Service B as the satisfaction rating will always be associated with the last assignee of the ticket.
Customer Service B can reassign the ticket back to the original assignee to receive the CSAT before setting the ticket to solved.
You can also create a report that identifies the assignee of a ticket at the time the CSAT was given. For more information and instructions, please visit: Explore recipe: Determine ticket assignee when satisfaction rating is given.
I hope this helps!
Thank you for clearing my curiosity Audrey!
I would also like to ask about the sending of CSAT. Currently the CSAT in messaging can only be sent after the ticket status is solved yes?, Is there a way to change this? maybe so it shows up all the time? or is there plans for zendesk to enable a new way to request CSAT?
Please sign in to leave a comment.