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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 Jan 23, 2025


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127 comments

Thank you, Lausin, will check it out

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Hello,

Can I make a follow-up question for a bad rating required? If so, how?

Thank you,

 

 

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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

Zendesk Customer Care

Hi Natasha.

You can customize your CSAT automation to include the "Hours since created" condition like the one below:

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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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

Zendesk Customer Care

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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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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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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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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Luke Aleo - Can you provide a screenshot of the trigger that is emailing the survey?

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Jake Warren 
Conditions and Actions are listed below

 

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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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How long does it take for the CSAT link to expire?

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Gabriel Manlapig

Zendesk Customer Care

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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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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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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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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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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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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Luke Aleo One option is to add some margin to either button with CSS.

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Thank you to all who provided assistance. I was able to get the desired layout and it looks much better.

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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

Zendesk Luminary

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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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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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

Zendesk Product Manager

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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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? 
Updateresolved

 

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Tetiana Gron

Zendesk Product Manager

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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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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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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