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About the CSAT (Customer Satisfaction) user experience for email and messaging



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Elizabeth Williams

Zendesk Documentation Team

Edited Feb 24, 2025


46

127

127 comments

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?

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

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Mau

Zendesk Customer Care

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!

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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. 

 

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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!

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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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Hi Monika,
 
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?

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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?

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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. 

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Hello!

Can the message sent to the customer for satisfaction be in spanish?

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Audrey Ann Cipriano

Zendesk Customer Care

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! :)

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Hi team, does turning on CSAT allow end users to view private notes in a ticket? 

 

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Cheeny Aban

Zendesk Customer Care

Hi Jasmine, 

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!

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Hi Everyone, 

Is it possible to create the Rating via the api's using the agent's basic authentication for user tickets?

https://developer.zendesk.com/api-reference/ticketing/ticket-management/satisfaction_ratings/#create-a-satisfaction-rating

I'm getting "Forbidden" error when calling the below api

curl --location 'https://<sub-domain>.zendesk.com/api/v2/tickets/<ticketID>/satisfaction_rating' \

--header 'Accept: application/json' \

--header 'Authorization: Basic <token>' \

--header 'Content-Type: application/json' \

--header 'Cookie: __cfruid=95f538500cb73c43f29c823bc2842a764b739c8e-1687772542; _zendesk_cookie=BAhJIhl7ImRldmljZV90b2tlbnMiOnt9fQY6BkVU--459ed01949a36415c1716b5711271c3d08918307' \

--data '{"satisfaction_rating": {"score": "good", "comment": "Awesome support."}}'


Exception:


{
  "error": {
    "title": "Forbidden",
    "message": "You do not have access to this page. Please contact the account owner of this help desk for further help."
  }
}

Thanks

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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.

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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:

{
"error": "Couldn't authenticate you"
}

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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.

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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

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Not sure... does anybody else know the answer to Gowtham's question?

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Is there a maximum number of days a customer can respond to a survey?

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Arianne Batiles

Zendesk Customer Care

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.

 

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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. 

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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

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Gabriel Manlapig

Zendesk Customer Care

Hi Andrew,
 
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!
 

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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."

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Had a user left a bad rating which they said did by accident, any way to change or remove it from the rating score?

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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.  

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yeah, i waited a few days for he to change it but it closed

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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.

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JR Lausin

Zendesk Customer Care

Hi Saeed,

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.
  1. In Admin Center, navigate to Objects and rules > Business rules > Automations.
  2. Edit your satisfaction automation.
  3. Under Meet all of the following conditions, add the condition Ticket: Tags | Contains none of the following |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,

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