You can view details about your CSAT (customer satisfaction) surveys on the Satisfaction tab of the Zendesk Support dashboard included with all versions of Zendesk Explore.
You must have enabled customer satisfaction ratings and received at least one response to view data in the dashboard (see Enabling and using customer satisfaction ratings).
The dashboard must have been shared with you by a Zendesk Explore administrator before you can view it.
Tip: Use the Zendesk Satisfaction Console app to enable admins and agents to access, search, filter, and analyze customer satisfaction results in real-time. See Satisfaction Console in the Zendesk Marketplace.
Opening the Satisfaction dashboard
Use the following procedure to access the Satisfaction dashboard.
To open the Support dashboard
- In Zendesk Support, open the product tray.
- Click the Explore icon (
) . - In the list of dashboards, select the Zendesk Support dashboard. The Zendesk Support dashboard opens.
- In the dashboard, click the Satisfaction tab.
For details of all the reports on this tab, see Analyzing your Support activity with Explore.
Tip: If you're using Zendesk Explore Professional, you can expand on the pre-built dashboards to create your own CSAT reports. For help getting started, see Creating queries and Metrics and attributes for Zendesk Support.
3 Comments
Hi Jennifer,
I have question regarding the satisfaction tab.
How can I get the individual CSAT ratings for my agents from this tab? The Tab only shows the CSAT for the entire team. Is there a way I can break this down to individual CSAT scores?
Thank you!
Hi!
Where can I see the actual reviews? I am especially interested in an overview of all reviews we have got over Zendesk. The only option I have found, is to manually open every ticket and see if the customer has left a review.
Is there a other way for this?
Many thanks in advance!
You'll need to navigate to Explore to see your overall CSAT score as mentioned in the above article.
Once you select explore int he Product Tray towards the top right of your agent interface, you can then select the Satisfaction tab which will show you the information you're looking for.
Let me know if you don't see this option on your end.
Thanks!
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