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Displaying satisfaction ratings and overall score in your help center



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Jennifer Rowe

Zendesk Documentation Team

Edited Feb 07, 2025


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9 comments

This probably isn't the right place to ask this question, but I couldn't find anywhere else.  

Is there a way to change the way the satisfaction displays to the customer?  Instead of hyperlinks could you put images or change how the hyperlinks read?

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Ray

Zendesk Customer Care

Hi Joshua!

Although the automation email for customer satisfaction ratings can be customized the customer satisfaction rating page that opens in browser is a system default page that cannot be edited. You cannot add images or change the way the satisfaction page shows.

Cheers!

Ray Roth
Senior Customer Advocate

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Hi there,

Can anyone help as to how Zendesk calculates their satisfaction rating in a scenario below:

Agent Dave works on 100 tickets assigned to him in the past 3 months and suddenly he receives 1 badly rated ticket and say all 100 tickets were rated as Good and only that one ticket was rated bad. My questions are:

1./ What would be agent Dave's CSAT % with that 1 badly rated ticket?
2./ What is the general formula like in calculating the % CSAT if there badly rated tickets?

Be glad to hear your answers on the above soonest! Thanks!

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Gab Guinto

Zendesk Customer Care

Hi Jee Han,

The formula of the default % Satisfaction score in Explore is COUNT(Good satisfaction tickets)/COUNT(Rated satisfaction tickets). So, in that scenario where the agent received 1 bad rating out of the 100 rated tickets (with the other 99 tickets all rated good), the calculation will be 99/100 – the agent should have 99% as their satisfaction score for that reporting period.

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Is there any 1 to 5 scale custom satisfaction placeholders after ticket is closed

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Roxelle Miayo

Zendesk Customer Care

Hi Aleksandar, 

Unfortunately, the default CSAT survey for Zendesk is only a good or bad rating. If you would like to rate it from 1 to 5, you may use a third-party app instead. You may want to check Zendesk Marketplace for this. 

Zendesk does not support these apps. For this reason, we can guarantee that it will do exactly what you are looking for, but I believe it is worth trying.

Hope it helps! 

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Hello!

 

Is it possible to embed this in an external website?

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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

Hi Subodh Jumle ,

Yes, you can do this to your own website as long as your “Embedded satisfaction score widget” setting is enabled by adding a checkmark to “Allow me to display public satisfaction statistics”. 

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Is there a way to add the satisfaction rating to multiple articles at once? I have over 200 published articles and would rather not have to do it manually for each one.

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