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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
Anthony Pak
Hi Zendesk Team,
My company has recently started using the Zendesk CSAT automation service and I've had a couple questions about its limitations. Is there a way that I could perhaps implement an program that prompts customers to rate their experience on a 10 point scale? Also, a majority of the feedback from our customers does not include a comment. Is there a way that we could perhaps find a way to require a comment to be made whilst answering the survey?
1
DJ Buenavista Jr.
Hi Jason,
Thank you for reaching out to Zendesk Support.
In regards to your concern, you can edit the email body of your CSAT automation from the Support page > under Business Rules, select Automation. Open Request customer satisfaction rating (System Automation).
From there, you can edit the email body and use the following placeholder provided in this article which is the, How would you rate the support you received?
You can copy the following URL into your browser to rate:
https://support.zendesk.com/requests/6655900/satisfaction/new/YDcPjHPTkJE1F2nO6qGJa8JzG?locale=1 after the question that you will have.
This will give the end-user a link to choose between Good, I'm satisfied, or Bad, I'm unsatisfied as shown in the example provided within this article.
Thank you!
Regards,
DJ Buenavista Jr. |
Customer Advocacy Specialist | Support@Zendesk.com
-4
Jason S
Hi Team
I am looking to elaborate on the CSAT survey 2 have 2 questions. On occasion, the agent managing the case will provide great service however the customers issue is surrounding the company or the policy.
I would like to have 2 questions somewhat along the lines of:
1. Are you satisfied with the service provided by the case manager you were in contact with?
2. Are you satisfied by the outcome? OR Are you satisfied with the company?
Can anyone advise the best way to tackle this?
Thanks
3
aku Nna
Thankyou JJ That worked really well.
0
Cory Brown
Shailja Oh, that won't work. You can't use javascript in triggers or automations (email doesn't support javascript).
You'll need to find a version that uses only HTML.
0
Shailja
Thank you, Cory Brown
But i have complete source code. Can I put the complete code under the dynamic content placeholder and then use that code to replace CSAT.
I added a screenshot of how I added code. Please correct me if I'm doing anything wrong.
0
Cory Brown
Shailja No, you don't need to create a new automation. Use the existing one you were trying to insert your CSAT survey in.
Replace your CSAT code with the dynamic content placeholder. Something like {{dc.csat_survey}}
0
Shailja
Hi Cory Brown
Thank you for your help.
I have added the same as you suggested but do I need to create automation or trigger settings for the same.
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Cory Brown
Shailja I can help!
Put your customized CSAT code in a dynamic content snippet. Then reference the dynamic content placeholder in your automation. Dynamic content doesn't have the same byte limit that triggers and automations do.
1
Shailja
Hi Everyone,
I need urgent help with CSAT.
I have my own code of CSAT and I would like to implement that code to use my CSAT. I'm unable to find any option where I can put code and implement it. I put out code in the automation email body but getting error like "it should be less than 8192 bytes". I shorten my code but still getting the same error.
I asked multiple times to zendesk team about where I should put this code and how, If I'm doing something wrong, please point me in the right direction so that I can save my time.
You guys are proving an opportunity to customise CSAT but this way we can't implement anything.
If anyone can help me with this, will highlight appreciated it.
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