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When you send a customer satisfaction (CSAT) survey to your customers, it’s set up by default to send the survey 24 hours after the customer's ticket has been solved (not closed). You can customize when the survey is sent.
Customer satisfaction is really nothing but a placeholder that you can use in any notification sent out by a trigger or automation. Yes, Zendesk provides a system automation specifically for customer satisfaction, but you can modify it or even remove it altogether in favor of a trigger. See Managing your CSAT survey, channels, and rules.
Remember, the default automation sends the CSAT survey 24 hours after the ticket is solved. You can easily increase or decrease the length of time between when the ticket is solved and when the survey is sent by editing the automation.
If you’re taking advantage of user and organization tagging, you may want to send customer satisfaction to only a subset of your user base. For example, you might want to ensure that users tagged with “partner” never get a customer satisfaction survey. You would add this condition under “ALL”:
If you are concerned that your users are receiving too much email, consider combining the “solved” email notification with the customer satisfaction survey. To achieve this, simply deactivate the customer satisfaction automation, then go into triggers and edit your “solved” notification trigger. Add the customer satisfaction placeholder {{satisfaction.rating_section}} into your notification.
120 comments
Bill Cao
Hey, I have two questions:
1 . Is there a way to disable the Dropdown questions (not showing to the end users)?
2. Is there a way to freeze the feedback which is received (no edit option to the end users after the feedback is submitted)?
0
Florian Kunz
Hallo 4845262885274 ,
ich glaube, dass es {{satisfaction.survey_section}} ist
0
Athar Hussain
Da jetzt auch 1-5 Rating CSAT möglich ist, wie stellt sich der Platzhalter dar wenn er mit angepasstem HTML Code versendet wird?
0
Jorge Helgueros
Hello,
Is there a limit on the number of surveys we can send?
Thanks.
0
Ariya Sacca Utama
Hi,
I would like to clarify some details about the
{{satisfaction.survey_section}}
placeholder used in the system. Below are my questions:Thank you for your assistance! I want to ensure the implementation meets the user’s needs.
1
Scott Grey
Is there a way to have multiple surveys available in Zendesk? I have different surveys that I want to send for different brands and also use for NPS and CES. Is this possible with Zendesk?
0
Li Xia
5546472051226 Not with the built in CSAT feature, as its fairly basic. For this feature, you will need to install a CSAT add-on like Sondar that lets you show a Call To Action on the thank you page of the survey.
With Sondar, you can customize the CTA based on the sentiment of the rating. i.e. Show a “Leave a review” CTA when CSAT is positive or “Book a Call” if its negative.
Sondar is a Zendesk partner and the add-on is available from the Zendesk marketplace.
VVV Thank you page customers see after completing the survey with a CTA VVV
VVV Customizing CTA options in Sondar VVV
-1
Martina Moring
Is there a way to change what happens when the customer clicks “Good, I'm satisfied”? Instead of being sent to add a message on the ticket rating, we want to redirect them to write a review about our app. Would that be possible?
Thanks!
0
Hugo
Bonjour,
Je suis en abonnement Suite.
L'onglet Satisfaction n'apparait pas dans mon interface. Comment mettre en place les CSAT dans ce cas ?
0
Luis Herrera
Causa conflicto el que este activo un disparador para solicitar el índice de satisfacción con la misma función? ¿Pueden vivir ambos sin causar problemas?
0
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