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Customizing when your customer satisfaction (CSAT) survey is sent



image avatar

Jennifer Rowe

Zendesk Documentation Team

Edited Apr 30, 2025


16

110

120 comments

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


Hallo 4845262885274

ich glaube, dass es {{satisfaction.survey_section}} ist

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Da jetzt auch 1-5 Rating CSAT möglich ist, wie stellt sich der Platzhalter dar wenn er mit angepasstem HTML Code versendet wird?

0


Hello,

Is there a limit on the number of surveys we can send?

Thanks. 

0


Hi,

I would like to clarify some details about the {{satisfaction.survey_section}} placeholder used in the system. Below are my questions:

  1. What does this placeholder represent?
    • Does it specifically refer to a link to the customer satisfaction survey, or does it serve another purpose?
  2. What content or link is displayed through this placeholder?
    • Is the link static, or does it change dynamically depending on the ticket?
  3. Is there any official documentation explaining this placeholder?
    • If so, could you please share the link?
  4. Can this placeholder be customized?
    • If yes, which parts are configurable?

Thank you for your assistance! I want to ensure the implementation meets the user’s needs.

1


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


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


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


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


Causa conflicto el que este activo un disparador para solicitar el índice de satisfacción con la misma función? ¿Pueden vivir ambos sin causar problemas?

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