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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

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Tetiana Gron

Zendesk Product Manager

Kassandra I think I've seen your post. Let me know if there is still an issue with the visibility of the post. 

AntonMi Could you please clarify the issue for me? When you click "Submit," a Thank You page appears. Are you expecting the CSAT widget to close instead of displaying the Thank You page?

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Tetiana Gron From the end-user's perspective, nothing happens. The CSAT extension won't close, and the thank you page is not presented. 
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Update: It's fixed now

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Tetiana Gron

Zendesk Product Manager

Thanks AntonMi ! We were able to reproduce the behaviour. 

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Hi, 

 

A few of our customers have fed back that the order in which the ratings are listed (negative at the top, positive at the bottom) can sometimes lead to errors when giving feedback as they assume the top would be positive, is there any plan to make this customisable?

 

Also, currently when the neutral option is selected this comes through as bad satisfaction, whereas we believe this should be positive, are there plans to make this customisable too?

 

Thanks

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Bobby Koch

Zendesk Luminary

what is the ETA for being able to customize this page with our design requirements?

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Tetiana Gron

Zendesk Product Manager

David Dunstan we've recently rolled out changes to the rating order in the messaging experiences. Regarding your second point, we plan to introduce a neutral score and granular reporting, allowing you to calculate CSAT using a custom formula.

Bobby Koch it is on the roadmap but according to our community guidelines, we do not provide ETA. To stay updated on the latest changes, please follow Zendesk's What's New.

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Hi we use CSAT for messaging interactions with clients, is there anyway to stop the tickets being reopened when the survey is sent and then completed by the requester?

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