About CSAT (Customer Satisfaction) ratings in Zendesk Support

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  • Ken Morris Sandbox

    I asked this question to ZD 2 months ago.

    Can you see if there is a way to offer a 'value' to customer to click of what made them happy/select Good for CSAT?
    Trying to see if we can measure that as well on a ticket. Hopeful to do something quick and simple like what we do with bad satisfaction ticket reasons.


  • Dane
    Zendesk Engineering
    Hi Yasmin,
    To add the survey directly on email, you can use the placeholders for Satisfaction Ratings.

    Unfortunately, the ticket needs to be solved in order for the user to answer the survey directly without logging in.
    Hi Ken,
    As it turns out, we don't have a native way to add those details on good surveys. However, you browse through our Marketplace for available third party apps. In addition, you can also check Using SurveyMonkey and Zapier to pull custom survey data into tickets.
  • 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?

  • Christopher Boerger

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

  • Mau
    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!

    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. 

  • 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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