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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Understanding the 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
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Positive rating: End users can add comments
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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.
Understanding the 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
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Rating: User rates the support as 2, which is a negative rating.
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Reason: User selects a reason for their experience from the drop-down menu.
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Comments and submit: User finishes the survey by typing additional comments and submitting the feedback.
127 comments
Saeed Himour
Thank you, Lausin, will check it out
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Kimberly Fernandez
Hello,
Can I make a follow-up question for a bad rating required? If so, how?
Thank you,
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Natasha Lugo
Hello, Is there a way for end-users to not receive a customer satisfaction rating email if the ticket that's being closed was created over a year ago/ a certain period of time?
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Noly Maron Unson
Hi Natasha.
You can customize your CSAT automation to include the "Hours since created" condition like the one below:
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In the above sample, the automation will only fire for tickets created for less than 1 year (1year = 8766 hrs).
Hope this helps.
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Victor Montero
Saludos,
Esta encuentas se pueden enviar por WhatsApp a los usuarios cuando se cierra un ticket y como seria en todo caso?
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Hannah Meier
Hello Victor,
You can certainly use CSAT for Messaging channels, such as WhatsApp.
Please refer to the About CSAT ratings in Messaging article for more information on what this looks like and how to set it up:
https://support.zendesk.com/hc/en-us/articles/4408832620570-About-CSAT-ratings-in-messaging
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Luke Aleo
Our CSAT surveys have recently been enabled. They send out via a trigger when the ticket is solved and include a link for Good/Bad ratings. We found that the CCs are also able to update the comment and rating, though it still shows the Requesters name for the feedback update. What is the best way to prevent CCs from rating these surveys?
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Jake Warren
Luke Aleo - If you go into the Admin Center > Objects and Rules > Business Rules > Automation, do you have an automation for sending your surveys? This is where we have ours set up and under the “perform these actions” section is where we specify to notify the end user, and we have just “requester” selected, and not “Requester and CCs”.
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Luke Aleo
Jake Warren - We have the surveys included in a trigger so that when the ticket is solved and satisfaction is Unoffered it includes the Satisfaction buttons. We didn't want to send extra emails to our customers on every ticket since we send many messages out, even to the same customers but for different topics, on a daily basis.
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Jake Warren
Luke Aleo - Can you provide a screenshot of the trigger that is emailing the survey?
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Luke Aleo
Jake Warren
Conditions and Actions are listed below
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Jake Warren
Luke Aleo - Yeah so last screenshot that shows what actions to take, you'll want to change the Notify by > User email opttion to just be Ticket > (requester) and not Ticket > (requester and CCs). This will ensure it's only sent to the requester of the ticket and nobody else that's CC'd.
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Armand de Koker
How long does it take for the CSAT link to expire?
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Gabriel Manlapig
Hi Armand,
The CSAT survey link expires after 28 days. In addition, the link will no longer work if the ticket is in Closed status, Archived or Deleted before the expiration.
For reference, please see this article: CSAT Functionality
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Andy M.
Hi There, is there a way to enable so agents can participate in the satisfactory ratings? We use ZenDesk for internal staff support. For us, ZenDesk is growing, which means more and more staff are being assigned agent licenses for their respective department customer service. Per this article, agents cannot participate in the rating system. This is a problem for us because our staff use ZenDesk as agents for their own department, but they are a customer to other departments. Causing the customer the inability to provide rating feedback. Example, HR submits a ticket to IT for help. But the HR staff are also agents in the system for their assigned incoming HR requests. Thoughts?
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Li Xia
Armand de Koker CSAT survey links typically don't have an expiration date by default. This means that the links remain active as long as the ticket exists in the system.
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Li Xia
Andy M. In your case, the fact that agents can’t take part in the CSAT rating system by default is definitely a bit tricky. You might need to look towards some third-party tools to make it work.
Here are some options
Sondar (I'm the founder so happy to answer any questions)
Surveypal
Nicereply
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Li Xia
Kimberly Fernandez When the end user clicks a rating link in the survey email, their rating is saved, and the ticket opens up with an option to leave a comment if they want to share more feedback.
If you’ve enabled satisfaction reasons, users who choose “Bad, I’m unsatisfied” will see a dropdown menu where they can pick a reason for their negative rating.
https://support.zendesk.com/hc/en-us/articles/4408886173338-About-CSAT-Customer-Satisfaction-ratings-in-Zendesk-Support
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Luke Aleo
I'm having difficulty with the spacing. Between the Agent Signature, CSAT Survey, and footer there are some large gaps. How can I reduce these spaces and improve the overall view of this?
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Li Xia
Luke Aleo One option is to add some margin to either button with CSS.
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Luke Aleo
Thank you to all who provided assistance. I was able to get the desired layout and it looks much better.
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Gabriela Manarim
How can I adapt the language of a new CSAT survey for messaging channels to support multiple languages? I work with two languages and need to translate them according to the brand.
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Molly Katolas
Is there a placeholder for the CSAT Reason (the dropdown option they'd select after they said they had a bad experience)? I can't find any resources for that.
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Kate Ives
In the new CSAT experience, if a ticket is Closed, it looks like the survey URL link still opens to the survey page, but if the user tries to change the feedback, it does not update the ticket. is it expected that the survey link still works on closed tickets?
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Kyle K.
Is the new CSAT survey meant to work in sandbox? The triggers are sending emails fine however when clicking on the link, the user says the page cannot be displayed / access denied. Is there a way to test beforehand or does it all need to be done live?
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Tetiana Gron
Hi everyone!
Gabriela Manarim you can localize CSAT survey using dynamic content. I've shared an example in this comment.
Molly Katolas in the new CSAT experience we have only two placeholders {{satisfaction.survey_section}} and {{satisfaction.survey_url}}.
Kate Ives right now you can provide a response to CSAT within 28 days but we don't record responses after a ticket is closed. It is on our roadmap to align this.
Kyle K. CSAT should be available in sandbox. If it is not, please contact our customer support so we can look at your particular case.
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AntonMi
We have found that in mobile SDKs survey's list of options is rendered in a Z shape, which is very confusing for our customers and looks bad. Can it be changed to the top-down order, like it's made for the web widget?
Update → resolved
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Tetiana Gron
AntonMi we are working on look & feel improvements for CSAT in Messaging. We will rollout some changes next week.
Kassandra thank you for feedback! Please post it in the Support forum so your feedback won't be lost among comments on different topics. You can also upvote similar posts or add your comment there.
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Kassandra
Hi, Tetiana! I posted on the Support forum yesterday but it seems like my post was not approved. I didn't know why, but I'm guessing it's because it's a duplicate of another ticket. However, I didn't get any notification about it. I just can't see my post. I bookmarked it and now the page doesn't exist. Can you point me to the original post where this was addressed so I can have a look for any added information? Thanks!
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AntonMi
Tetiana Gron We checked CSAT today in the iOS app, and now it looks much better. Unfortunately ( only in iOS SDK ), the Submit button will register feedback but will not close the CSAT popup.
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