Question
Why isn't my ticket survey being counted in the CSAT statistics?
Answer
CSAT statistics in Explore reporting are created via the satisfaction offered or satisfaction unoffered field. If a CSAT automation doesn't include the action Ticket: Satisfaction | Offered, it will not count the action as a sent survey. This can skew your reporting and give false 100% response rates by accident. Make sure and check your automations for that condition.
For more information, see the article: About CSAT (Customer Satisfaction) ratings in Zendesk Support. When accessing the article, check out these recipes for CSAT reports:
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