Your customers can provide feedback about their support experience by rating their solved tickets. When you enable CSAT (customer satisfaction) ratings, end users receive a notification after the ticket has been solved that asks them to briefly evaluate their experience. They can also submit CSAT feedback in the customer portal of your help center.
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 and optional comment. You can customize the CSAT question, rating scale, and rating labels.
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Email channel CSAT end-user experience
When you turn on CSAT ratings for email, end users who submitted an email request receive a notification after the ticket is set to solved, asking them to briefly evaluate their experience. They have 28 days, by default, to respond to this request. Responses are not recorded after the ticket is closed. You can customize the default CSAT automation to modify the end-user experience, including the number of hours after a ticket is solved that users receive the CSAT notification.
The survey is designed to maximize the response rate by being quick and simple while also asking users to rate their satisfaction with the support they received. Users can select the option that best reflects their experience from the ratings listed.
When users select a rating, they are brought to a landing page where they can provide their feedback and add an optional comment. The elements end users see depends on how the CSAT is configured. For example, if CSAT is configured to include the CSAT ratings and no additional questions, end users will only see the ratings area. For the configuration options, see Sending a CSAT survey to your customers.
Example
- CSAT question with ratings
- Drop-down reasons for users who submit a negative rating
- Open-ended question
-
Positive rating: End users can add
comments
-
Negative rating: End users can add comments and
select a reason for their experience from the
drop-down menu.
- End users can't opt out of receiving survey requests.
- Satisfaction ratings are 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 redirect the user to a generic page.
Messaging channel CSAT end-user experience
When you turn on CSAT ratings for messaging, a simple survey is added to your messaging workflow, allowing your customers to provide feedback about their support experience. These surveys are completely optional for your customers. After an end user receives assistance through a messaging channel, they are sent a message asking them to evaluate their experience.
CSAT functionality in messaging has the following limitations:
- Agents cannot manually launch a CSAT survey. It can only be sent when a ticket is marked as Solved, or if the default trigger is altered.
- CSAT collection is represented by the bot avatar in messaging. This cannot be configured, but is presented by the system avatar in the new CSAT.
You can customize the default trigger to modify the end-user experience.
By default, the survey is presented in the messaging channels (for example, web and mobile). 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 and optional comments. You can customize the CSAT question, rating scale, and rating labels.
When users click to submit a customer satisfaction rating, they begin a messaging conversation that guides them through questions where they can provide their feedback and add comments. This flow may vary based on the messaging channel and configuration. In general, the elements end users can respond to in the message depends on how CSAT is configured. For example, if CSAT is configured to include the CSAT ratings and no additional questions, end users would see only the ratings question. For the configuration options, see Sending a CSAT survey to your customers.
- CSAT question with ratings
- Drop-down reasons for users who submit a negative rating
- Open-ended question
-
Rating: User rates the support as 2, which is a
negative rating.
-
Reason: User selects a reason for their
experience from the drop-down menu.
-
Comments and submit: User finishes the survey by
typing additional comments and submitting the
feedback.
Request page CSAT end-user experience
You can collect CSAT feedback from end users on the request page in the Customer Portal. To do this, your theme must include the new satisfaction_response property in the Copenhagen request_page.hbs (see Enable CSAT for solved tickets on the Customer Portal).
Once the ticket is solved, end users can use the Requests page to find and open their request and submit CSAT feedback. See Submitting CSAT for your ticket.
127 comments
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
Christopher Boerger
Hi is there any plans to allow to opt out automatically of the ticket CSAT survey?
0
Mau
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!
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Chandler B
How do I fix survey links that aren't working?
Clicking on the survey links in the email renders a denial error HTTP 403 access denied.
The email links appear in the body of the email from this code in the automation: {{satisfaction.rating_section}}
Code appears correct, but the links aren't working.
0
Gabriel
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
Miki Kanomata
Hi,
Do we have any information about when can users submit CSAT survey results? (Any durations for users to submit CSAT) I couldn't find this information in this article so hopefully someone could answer this.
Thanks,
Monika
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Dave Dyson
Generally, CSAT surveys are sent via Automation, a number of hours after the ticket's status has been set to Solved. The conditions for when the surveys are sent are configurable by you, but by default it's set to roughly 24 hours after the ticket has been solved. From that point until the ticket's status is set to Closed, the requester can respond to the survey, or if allowed by your account configuration, log in to your help center, and set the CSAT rating in their ticket directly (in the My Activities section of the help center). By default, Solved tickets are set to Closed status 4 days after the ticket was solved, but that is also configurable -- see Why do solved tickets change to a closed status?
1
Jennifer Frayser
Hello,
I'm sure this is out there, but I have not been able to find it. If a ticket was solved by Agent A and received a rating then is subsequently reopened and solved again by Agent B- is it Agent A or Agent B or perhaps both who have the rating assigned to them?
0
Miki Kanomata
Thanks for the quick response, Dave! It is clear now that until the ticket is closed, users can rate the CSAT survey (based on the configuration). I appreciate sharing the information.
0
Natalia Numa
Hello!
Can the message sent to the customer for satisfaction be in spanish?
0
Audrey Ann Cipriano
Hi Natalia Numa welcome to our Community! :)
You can definitely send your survey in Spanish by setting up translations in your account and use the dynamic content placeholder in your CSAT automation.
You may find more info and instructions to set it up here:
Creating dynamic content items
Multi lingual CSAT survey
I hope this helps! :)
0
Jasmine Jung
Hi team, does turning on CSAT allow end users to view private notes in a ticket?
0
Cheeny Aban
Are you pertaining to internal notes? If yes, they are only accessible by your agents and rest assured that enabling CSAT will not convert them to public comments.
I hope that helps!
0
Gowtham
Hi Everyone,
Is it possible to create the Rating via the api's using the agent's basic authentication for user tickets?
I'm getting "Forbidden" error when calling the below api
Exception:
Thanks
0
Cory Brown
Gowtham
> Is it possible to create the Rating via the api's using the agent's basic authentication for user tickets?
No, it's not possible for agents to add or modify satisfaction ratings through the API. Only end-users can do this.
There is a hack where you can create a fake end user that you know the email and password for. Switch the requester of the ticket to the fake end user. Then that end-user can add/update the satisfaction rating on a ticket. Then you can switch it back to the original requester.
0
Gowtham
Hi Cory,
Enduser is not authenticating to submit the satisfaction rating, I tried like one case were the ticket is assigned to an end user and tried to authenticate the api using basic auth (verified email) of the enduser but it is not working.
Also after reseting the password it is redirected to (https://<subdomain>.zendesk.com/hc) it is showing "This Page doesn't exist".
API is returning:
0
Cory Brown
Gowtham I'm not sure what the issue is. Here's the API documentation if you haven't seen it already: https://developer.zendesk.com/api-reference/ticketing/ticket-management/satisfaction_ratings/#create-a-satisfaction-rating
Make sure the end-user's email and password follows the required format in the request.
0
Gowtham
I have tried the api via postman only and also on curl. will there be any issue with the enduser authentication? do we have any setting to enable for api access for the enduser in admin panel? Let me know if you req. the curl req. that i was trying. will share it via private mail. please feel free to drop a mail to "gowtham.s1@betterplace.co.in"
Thanks
0
Cory Brown
Not sure... does anybody else know the answer to Gowtham's question?
0
Ricardo Tolentino
Is there a maximum number of days a customer can respond to a survey?
0
Arianne Batiles
Hi Ricardo Tolentino,
The rating itself expires when the ticket is in Closed or Deleted status. Once the ticket is closed, the customer can no longer access the link to rate the ticket. The CSAT link also expires after 150 days regardless of the status.
0
Gowtham
The rating issue was resolved by enabling the CSAT rating in admin panel and i was able to give rating via requester switch, but it would be great if an unverified user can able to give the rating via agent Auth token for integration.
0
Andrew R.
Hi,
I have a question : if an agent from group 1 get a bad satisfaction but ticket still open and agent from group 1 assign ticket to an agent group 2 in order to resolve it. Once it's solved, who get the bad satisfaction ? Agent from group 1 or group 2 ?
Many thanks
0
Gabriel Manlapig
The CSAT rating, good or bad, will always be associated with the last assignee of the ticket. In your case, the agent from Group 2 will get the bad satisfaction rating.
For more information, please see the article below:
Who receives the satisfaction rating if a ticket is reassigned?
I hope that helps. Thank you!
0
Growthdot
Greetings, community! If you're keen on enhancing your survey creation abilities, consider experimenting with the NPS and Survey app for Zendesk! This app seamlessly incorporates placeholders and provides four survey options beyond just "Good" and "Bad."
0
Michael Bui
Had a user left a bad rating which they said did by accident, any way to change or remove it from the rating score?
0
David Stalker
Hey Michael Bui,
I've never done this myself but I've read that—as long as the ticket hasn't closed—the client can go back to the email where they clicked on the rating and click the correct option. Unfortunately, if the ticket has moved to Closed, this won't work since the ticket is “locked” and can no longer be edited.
0
Michael Bui
yeah, i waited a few days for he to change it but it closed
0
Saeed Himour
Hi,
How Can I avoid duplicate CSAT being sent more than one time for user Requester?
because sometimes during the same day, week, or month we may receive many tickets from the same requester about the same case/subject. and can not merge his tickets per our internal process.
any advice thanks.
0
JR Lausin
Regarding your question what I can suggest is excluding specific tickets by tagging the ticket and adding a Ticket: Tags condition to your CSAT automation.
With the ticket open, add your exclusion tag, for example,
no_csat
to the tags field.no_csat
.By doing this you can prevent your csat to fire on same requester with the same issue.
You can learn more about this on on the article below:
https://support.zendesk.com/hc/en-us/articles/4408882882330-How-can-I-exclude-specific-tickets-users-or-groups-from-customer-satisfaction-surveys-
Sincerely,
0