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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
Li Xia
4476658342810 Zendesks's native CSAT is limited to a binary Good / Bad option. For 5 scale CSAT or other types of customizable survey options, take a look at Sondar as an add on. It works seamlessly with Zendesk Triggers & Automations and even syncs feedack back into zendesk.
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Li Xia
1263169302850 Sounds like this type of anti-virus is pre-clicking the embedded links ({{satisfaction.positive_rating_url}} or {{satisfaction.negative_rating_url}}), leading to false positive/negative feedback. Its a known problem with some email filtering systems that scan URLs for safety and end up unintentionally triggering actions.
Switching to {{satisfaction.rating_url}}, which leads to a page where the customer selects their feedback, is a workaround, but as you mentioned, it introduces an extra step, which can reduce engagement.
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Li Xia
6396702208666 custom HTML is not required, as Zendesk provides this placeholder out-of-the-box in their CSAT email templates. This placeholder will automatically generate the URL for the positive rating (like “Good” or “Positive” feedback) in the customer satisfaction survey.
However, if you want to design or format the email further to include custom styles, layouts, or additional functionality, you might want to use custom HTML. This would allow you to format the appearance of the link or include it as part of a button, for example.
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Leslie Garcia
Hi, team. For this CSAT customization placeholder, “{{satisfaction.positive_rating_url}}”, is the custom HTML required?
Thank you so much!
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Javier DM
Por favor comprender que como se describe también, desde Zendesk no podemos brindar asistencia sobre código u otras customizaciones que se realizen en la plataforma.
Entonces, solo a modo de ejemplo, pudieras añadir código HTML en una notificación de un correo electrónico (como describe este artículo: ¿Dónde puedo usar Markdown y HTML en Zendesk Support?), para embellecer (o modificar) como se muestra el enlace para la encuesta.
Solo a modo de ejemplo, añadiendo lo siguiente a una notificación por correo:
El correo saliente se vería de esta forma:
Por favor tener en cuenta que esto es solo un ejemplo a modo de guía. Un saludo y que tengas excelente fin de semana!
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Sheilan Binelfa
Como podría personalizar el HTML para que sea más atractivo de cara a los clientes?
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Paolo
The CSAT survey translates to match the language in the requester's user profile. If you prefer to receive it in English, set the user profile or the account's default language to English. For more information and guide, please refer to this article.
Best,
Paolo | Technical Support Engineer | Zendesk
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Sara Ahlén
We get the CSAT message in Swedish, and I wonder how this is changeble? I prefer to have it in english. Thanks.
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Andrea Lee Bishop
We've found that people using Microsoft Anti-virus / mail servers traverse the links and send us false negatives or false positives depending on whether
{{satisfaction.positive_rating_url}}or{{satisfaction.negative_rating_url}}is last. We have to use{{satisfaction.rating_url}}instead, but that's suboptimal because of the extra step.Is there any way to adjust for this?
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Audrey Ann Cipriano
Hi Crystal Cisneros welcome to our Community! To confirm, are you referring to wanting to know if the CSAT has been sent to your customers? If so, easiest way is by checking your automations page in the Admin Center, you will see how many times the automation fired on the "Usage (last 7 days) column
Or if you're looking for a specific ticket, you can check the ticket events and you'll see the automation firing. Please see sample below:
Hope this helps!
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