Your customers can provide feedback about their experience in Zendesk Support by rating their solved tickets. When you enable CSAT (customer satisfaction) ratings in Zendesk Support, end users receive a notification 24 hours after the ticket has been set to solved that asks them to briefly evaluate their experience, as shown here:
The survey is designed to maximize the response rate by being quick and simple while also gathering the essential data: a positive or negative rating. Customers can also provide a comment if they want.
Enabling CSAT in Zendesk Support also enables it for Zendesk messaging. See About CSAT ratings in Zendesk messaging.
This article contains the following sections:
Related articles:
Understanding the end user experience
End users don't have to be logged in to rate their tickets. When an end user receives a CSAT survey request via email, they can rate the support interaction directly from the email message; they do not need to be logged in. Clicking a response link in the survey email saves the end user's rating and opens the ticket with a prompt to add a comment about the rating if they'd like. In this example, the end user clicked the 'Good, I'm satisfied' link so the Good button is shaded blue to indicate that it is the selected rating. A comment can be added and the rating can be changed.
If you have satisfaction reasons enabled, end users who select 'Bad, I'm unsatisfied' are presented with a drop-down menu of possible reasons for their negative response.
Selecting a response is optional, and can be skipped. For information, see Working with satisfaction reasons.
If an end user does login to your help center, they can rate their tickets there as well. In help center, the rating prompt is only available on tickets for which the Ticket Satisfaction is set to Offered by an automation or trigger (see Understanding how the survey request is sent).
End users can change their rating by clicking the emailed link again or by accessing the ticket through the My activities page in help center, then resubmitting their response. Ratings can be changed until the ticket is closed. See Tracking your support requests for information on viewing your tickets in help center.
- End users can't opt out of receiving survey requests.
- Satisfaction rating is per ticket, not per customer. End users receive a survey request for each of their tickets that are solved.
- Once a ticket is set to "Closed" status, the temporary URL will no longer work. It will re-direct the user to a generic page.
When and how end users are asked for a satisfaction rating through email is customizable. You can set a time other than the default 24 hours later for to send the email. You can also add the survey request in the email that customers receive when an agent marks a ticket as solved instead. You can also use business rules to be more selective about (include or exclude) which tickets generate the survey request. If you send a satisfaction survey before the ticket is solved, end users need to sign in to access it.
Understanding how the survey request is sent
When you enable customer satisfaction rating (see Enabling CSAT), a system-generated automation called Request customer satisfaction rating is added to Zendesk Support. This automation sends the survey email to the ticket requester 24 hours after the ticket is solved. You can of course customize this.
Hello {{ticket.requester.name}},
We'd love to hear what you think of our customer service. Please take a moment to answer one simple question below:
{{satisfaction.rating_section}}
Here's a reminder of what your ticket was about: {{ticket.comments_formatted}}
When customers receive the email, they simply click either the Good or Bad links and follow the steps described above.
For more information about this automation, see About the Request Customer Satisfaction Rating automation.
Understanding how agents receive the customer satisfaction rating feedback
The results of customer satisfaction surveys for agents are shown in the agent's dashboard and in a view called Rated tickets from the last 7 days.
Agents see, in their dashboard (when they click the Home icon (
) in the sidebar), the number of good and bad tickets for this week. They also see the overall satisfaction rating for the agent and all of the agents in Zendesk Support over the last 60 days (including the current day).
The calculation of the overall satisfaction rating uses the following simple formula:
This means that the score is an average of the total positive ratings from the past 60 days. An agent with a score of 90% means that over the past 60 days, 90% of the ratings they received were positive.
Agents, groups, and the account all have scores. The overall account score (in the example above, 95%) is the average for all agents in Zendesk Support. The two ratings provide feedback about individual performance and the average performance of all agents.
The view (Rated tickets from the last 7 days) gives you a quick overview of the rating activity, with a Satisfaction column containing both Good and Bad ratings. You can clone and modify this view or create your own. This view is inactivate by default.
- Agents cannot rate tickets.
- All agents see their ratings in their dashboard. This feature is enabled at the account level and applies to all agents in your Zendesk account. You can't exclude individual agents from receiving ratings on the tickets they are assigned to.
Additionally, ratings cannot be moderated. All ratings are shown.
73 Comments
Hi,
Often times our users submit multiple tickets and we just close the duplicates. I don't want to send CSAT requests/conversations to the closed duplicates - I only want them to get one CSAT request. Is there a way to change the Send CSAT survey in relation to ONLY tickets one of my agents has responded to? Would it be to set it to only send it to "Assignee: one of our agents," and never a requester?
Thanks!
Hannah
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
Is it possible to set up CSAT ratings in a 5 point Likert Scale?
Bryan
Zendesk do not provide a 5 point CSAT rating. You would need a third part app for that. Sorry.
@... 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
Hi Guys,
Since we normally not working in front of the end-user but with one level above, 90% of the support questions come from a relatively small group of users. We don't want to overload this group with CSAT, and also do not wish to send CSAT to casual clients.
What we are looking for is a trigger/automation that sends CSAT every 10 solved tickets, but starts counting after the 2nd ticket (so eventually a client will get CSAT on his 2nd ticket, 12th ticket, 22nd, and so on)
Any idea how we can implement it?
@... Hmm this might be complicated, but what if you had some trigger sequence like:
If a ticket is merged with another open ticket, does that merged ticket send a satisfaction email? If so, is there a way to prevent that from happening?
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
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?
Hi @... you can replace the default text with some nice icons that are relevant to your business (e.g., a shiny Fender electric guitar for good satisfaction vs. a banjo for bad satisfaction). See: https://support.zendesk.com/hc/en-us/community/posts/211668888
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!
Hi @... and @... - I think that the reason why your client does not send CSAT - is because of a bug in Zendesk CSAT. Or actually, they do send CSAT, but Zendesk does not save it to the ticket.
After spending a few hours on that, and trying several different trigger combinations that actually saying the same, I made a test to discovers a bug on ZD side: The client receives the CSAT mail with the two links. When he clicks on good/bad a page is opened that says that his rating was saved with a button Update, which gives the impression that he already selected, and now he can update his selection. But in-fact, only after he click Update, his selection is saved (and not by clicking on the email link!)
This is very confusing as the button say Update and not OK (and then changed to Update):
This trigger proves it:
This trigger was triggered 39 times. Then, a CSAT was sent to the client:
When he clicks on the Good link, he gets the page bellow, but the trigger was not fired (still 39 times) and the ticket was not changed with the new rating:
on ZD side, the ticket has no rating:
Only after the user click Update (without changing his rating) – the trigger is fired (changed to 40 times), and the ticket is updated with the rating:
If the user clicks Update again without changing anything, the trigger is not fired again.
This proves that the client thinks that the rating was saved for the 1st time, but actually, it was not saved.
Dave, what do you think? This looks like a critical bug.
Hi @... and @...,
After reporting it to ZD, I got an answer from @...:
The rating is only applied after around 15-45 minutes after the link has been clicked. This is by design and is intended to allow users time to enter a comment and save the page if they want to. The reasoning behind this is because if the rating were applied immediately, when the user submitted first clicked the link, and then proceeded to enter a comment and click "update", then there would actually be 2 rating events which could cause issues with things like reporting.
I can confirm that after waiting about an hour, the ticket was updated with the 1st click from the email.
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?
Hi Rachel,
In regards to your concern, there are some workarounds that you can perform to try re-evaluating the CSAT score of the customer.
Here are some article links that you can refer to: https://support.zendesk.com/hc/en-us/community/posts/203457806.
Also, there's a community article that you can check: https://support.zendesk.com/hc/en-us/community/posts/205873008-Reset-satisfaction-rating-to-allow-a-resend-after-improvement-of-situation
I hope this information helps.
John Espina | Customer Advocate
Is it possible to create an explore report where you can view the satisfaction rating as a whole from articles linked within a ticket?
For example, if I linked to an article within a ticket and a client left a negative review, I'd like to know which tickets were affected so I can check what articles to update / review and perfect.
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.
Hi Maria,
I'm afraid there isn't a way to remove "Good" and "Bad" from the native Satisfaction experience, but if you enable Satisfaction Reasons, you can provide a way for your customers to be specific about the reason why they've left a Bad rating: Working with satisfaction reasons. I know from personal experience that it can be painful to see a Bad rating on a ticket you're responsible for, but perhaps with Satisfaction Reasons enabled, your agents can avoid taking ratings personally when it's not something they can be responsible for.
If you're like more customizability with your Customer Satisfaction experience, there are some third-party apps that can provide additional flexibility: Zendesk Apps Marketplace
Hi @... - Maybe it's time that Zendesk will change the terminology of Good/Bad. I'm Satisfied/unsatisfied is enough. No one gives bad support, but sometimes the answer is not enough. For example, you gave a good answer, but it is not enough, as you could add it to your wish list or forward it up to your managers.
@..., what do you think? (Don't count on it, it is almost impossible to convince Zendesk to change something for their clients...)
You can customize the good/bad text on the SAT that is sent to the clients with happy/sad icons so at least your clients won't feel bad to give 'bad' feedback.
@... Yes, that's exactly what I'm thinking. Zendesk should strongly consider this feedback.
I so nor see this option under my reports. Has it moved?
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.
Yaniv Dayan -- Thank you for your comments above surfacing and then explaining the delay between when End user rates the ticket and when the rating appears on the ticket from the Agent UI.
While I understand the rationale for why it works like this (as described above) I don't think this should have to be the way it works. Why would two rating events on the same ticket cause a problem with reporting? It is in fact two separate events: The user submits their rating and then the user submits a comment.
Seems like it should have always been recorded as two separate events but since it wasn't now it can't be changed.
I don't think it's a good practice to have the user submit something on a ticket and not have that reflected as an event immediately. There are use cases for triggering an event immediately upon the survey being responded to (which are admittedly edge cases) but still this I think is a dangerous idea as Zendesk system and admin should know a change was submitted as soon as it was submitted to inform triggers that might need to be executed in real time and not 15-45 minutes after the user completes some action. Just my two cents!
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
Rebecca Che - yes that is possible and easy to do with a Trigger.
We have implemented that and it is quite useful.
Although the Bad CSAT's we have received are normally due to the Feedback email being quite sensitive (so if a user is checking it on the mobile phone) they may accidently select Bad and not even realize it.
Go to your Trigger View in Admin Console.
Define Meets Any of these Conditions
Satisfaction "is" Bad
Satisfaction "is" Bad with Comments.
Then just add the action to e-mail the Team Lead and there you can define the email subject and body.
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!
This may be of some help: Are CSAT surveys multi-lingual?
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
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