About CSAT (Customer Satisfaction) ratings in Zendesk Support

Return to top

67 Comments

  • Dane
    Zendesk Engineering
    Hi Yasmin,
     
    To add the survey directly on email, you can use the placeholders for Satisfaction Ratings.
     

     
    Unfortunately, the ticket needs to be solved in order for the user to answer the survey directly without logging in.
     
    Hi Ken,
     
    As it turns out, we don't have a native way to add those details on good surveys. However, you browse through our Marketplace for available third party apps. In addition, you can also check Using SurveyMonkey and Zapier to pull custom survey data into tickets.
     
    0
  • Anuj Singh

    Hey Rich,

    Thanks a lot for the explanation!.

    Unfortunately, this is not working. I might have missed out on something to understand the explanation.

    any other way to get it done?

     

    0
  • Rebecca Che

    Hi, when the agent has any bad rating, can we set up an email notification in Zendesk so that the team lead can be notified? Tks

    0
  • Ken Morris Sandbox

    I asked this question to ZD 2 months ago.

    Can you see if there is a way to offer a 'value' to customer to click of what made them happy/select Good for CSAT?
    Trying to see if we can measure that as well on a ticket. Hopeful to do something quick and simple like what we do with bad satisfaction ticket reasons.


     

    0
  • Dave Tonks

    Just to confirm, the satisfaction ratings in the past 60 days, is that based on the date of the satisfaction submission, or when the associated ticket was created/solved?

    0
  • Graeme Carmichael
    Community Moderator

    Hannah

    The best way to deal with duplicate tickets is to merge them into one ticket. This keeps everything in one ticket and helps more accurate reporting. Some agents may not be able to merge tickets depending on their user role.

    If that does not appeal, you can use triggers and automatons to suppress your surveys.

    Normally, surveys are sent by an automation. Unfortunately, number of agent responses is not an available condition.

    But you can create a trigger that looks for a public reply by an agent. If that happens, add a tag to the ticket like 'ok_to_send_csat_survey'. Now change the automation that sends the survey to check if that tag is present. If there is no tag the automation will not fire 

    0
  • Gustavo Oliveira
    Zendesk Customer Care
    Hi Camilo,
     
    The CSAT placeholder works on mobile platforms indeed.

    I am creating a proactive ticket so we can discuss the issue.
     
    Best regards,
    0
  • Aleksandar Salevski

    is there any option to set scale between 1 to 5 for  an example.

    0
  • Aleksandar Salevski

    Tnx Dane appreciate it!

    0
  • Kevin Weatherly

    tl;dr: Can a single customer on a single ticket impact an agent's score negatively twice?

    Example: A ticket is closed and the customer provides negative feedback. Then the ticket is re-opened, handled, and closed once again - is the same ticket again subject to another customer satisfaction feedback. If so, will two negative responses impact the agent's survey score as though they are two separate surveys instead of simply changing the original survey response?

    0
  • Anuj Singh

    Hey everyone!

    How can we send a reminder to customers for CSAT for the customers who don't rate us?

    Is there any way to set a reminder for those customers who haven't rated the ticker once it was solved?

    Kindly help me with the steps.

    Thanks

    0
  • Christopher Boerger

    Hi is there any plans to allow to opt out automatically of the ticket CSAT survey?

    0
  • Rich Turiel

    We don't offer CSAT surveys for phone calls if they are one-touch tickets and there is never a reply sent to a customer. Occassionally an agent will have a great customer service experience on a phone call and we would like to offer the agent the ability to offer the csat survey after the ticket is solved. Is there a way to allow agents that ability?

    0
  • Kelly R

    Is there a way to access a list of the comments so we may work on improving with guidance from the "bad" review and share the 'good' reviews? Thanks!! 

    0
  • Yasmin Elmahdi

    Hi everyone!
    In the "Understanding the end user experience " section , it's mentioned that "You can also add the survey request in the email that customers receive when an agent marks a ticket as solved. " So, how can I set this approach? to add the csat survey request in the same email the customer receives from an agent.
    and what are the downsides of using it?

    0
  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Hi Stella Park,

    The original ticket becomes one with the target ticket it merges with so only one CSAT goes out and it goes on the surviving ticket.

    Whenever you want to exclude tickets from sending a CSAT, you can add a tag of your choice and go to the Automation that sends the CSAT and add that tag to "Has none of the following Tags" in the conditions.

    Sincerely,

    Heather

    0
  • Cheeny Aban
    Zendesk Customer Care

    Hi Darrell,

    Are you pertaining to the Prebuilt Support Dashboard in Explore? If yes, no, it was not moved. It is the second to the last tab, just before SLA.

     

    0
  • Maria Dailey

    Can "Good" and "Bad" be removed? They cause a lot of stress as an agent. "Satisfied" and "Unsatisfied" relay the same message without being hurtful. Also would like to see another question that specifies if the feedback is for the company vs individual agent. 

    0
  • D'Addario & Company, Inc.

    How do you resend a CAST survey to someone who gave you a bad score, but you worked out the issue and would like to offer them the survey again? 

    0
  • Gabriel
    Zendesk Customer Care
    Hello Chandler,

    I hope all is well! This error doesn't relate to authentication indeed. The ticket satisfaction value needs to be updated to Offered to the requester to access the CSAT placeholders that provide a link such as `satisfaction.rating_url` within ticket comments. You can use a custom checkbox field and trigger the recipe to set the satisfaction value to offer. You can try to follow this guide in order to implement that. 

    I hope this helps!
    0
  • Dave Dyson
    Zendesk Community Manager

    Thanks Yaniv for point out that tip! @... there are also some tips here about changing how long it takes for the CSAT survey to be sent, or even combining it with the "Solved" notification so that your customers see the survey when the issue is still fresh: Customizing your customer satisfaction survey. Hope this helps!

    0
  • Mark M

    How do we require that customers leave a comment if they leave a a Bad CSAT rating? 
    It is useless to us when customers rate us "Bad" with no further information. 

    0
  • Cory Brown

    @... You could add a 2, 3, 4 or 5-scale rating with Simplesat: https://www.simplesat.io/zendesk-customer-satisfaction-surveys/

    Here's how it would work to embed in any trigger or automation: https://help.simplesat.io/en/articles/955487-add-a-simplesat-survey-to-zendesk

    0
  • Test

    Is it possible to set up CSAT ratings in a 5 point Likert Scale?

    0
  • Kate Ambash

    I have very few customers, but none seem to be rating my tickets. Do you think this is because the default text is so small? Have others had this trouble?

    0
  • Dave Dyson
    Zendesk Community Manager
    Thanks, Rich!
    0
  • Bryan Pascual

    Lee Ryall

    Instead of Satisfaction Feedback, would Satisfaction Reason help you better? I've been digging a bit on my end and it doesn't seem to allow you to display the free text feedback from the customer, but will show you which of the feedback options they chose. Since there's only a follow up question for bad ratings, all good ratings will just say "No reason provided".

     

    Mods, please redact this if this is not allowed, but I was able to implement SimpleSAT recently as a temporary solution to this until there are more comprehensive tools natively available in ZD. Easy to implement and was also very inexpensive.

     

     

     

    0
  • Mau
    Hi Dave,
     
    The satisfaction rating in the past 60 days as described in this topic is based on ratings they've received in the past 60 days.
     
    Hope this helps!
    0
  • Yasmin Elmahdi

    How can an end user rate CSAT directly from the email message? using the native zendesk survey, with somthing like the agent signature maybe? 

    0
  • Paul Wyatt

    Hi,

    We're getting some complaints that our German customers receive the satisfaction questions and answers in English. Do you have other language variants of the satisfaction placeholder?

    Thanks!

    0

Please sign in to leave a comment.

Powered by Zendesk