Customizing your customer satisfaction survey

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40 Comments

  • Cushla

    I'd like to be able to customize who receives my surveys: for example, limit the number of times we ask a customer to rate our support (eg: only survey them once a month) or exclude particular individual users from receiving requests. Is this currently possible? Thanks!

    0
  • Jacob Christensen
    Community Moderator

    Hi Cushia,

    I believe there is an app that lets you get more control over the interval that surveys are sent, however, I can't remember its name - you could browse the marketplace for it here.

    About excluding specific requesters or tickets from getting a survey, you could add a condition to the CSAT automation, e.g. does not have tag "block_survey", this way you can add this tag on tickets where you don't want to send. If you add it on the requester, then any ticket they create will also have this tag, and they will not receive the survey. 

    Hope this helps you out.

    Edit: Added a missing "not" to the last paragraph 😀

    1
  • Cushla

    Thanks Jacob, appreciated

    1
  • Justin Ramsey

    We aren't able to get Satisfaction Reason values to display in any of our agent workspace views. We thought it may be due to the fact that the out of box Reasons are too long to display, so we shortened the Reason field values, but no still luck. Is this a known issue?

    0
  • DJ Buenavista Jr.
    Zendesk Customer Care
    Hi Justin,
     
    Thank you for reaching out to Zendesk Support.
     
    In regards to your concern, first, you need to make sure that CSAT is enabled by going to the Admin > under Settings, go to Customers, and selecting the Satisfaction tab. Enable the Satisfaction rating option. Once enabled, you will be able to add the following Satisfaction condition in the ticket views creation.
     
    Once you're on the ticket views creation page, make sure that the Satisfaction value is added under the Formatting options. 
     

     
    You can also check our article, How can I track satisfaction ratings with comments? for more information about this.
     
     
    Kind regards,
    0
  • Edwin Silva

    We would like to have multiple questions for our survey. Is that possible in the built-in satisfaction survey? 

     

    Can you please multiple questions inside of the support email and would the customer have to click each link? 

    Or 

    Can we have all questions on one page for them to rate?

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  • DJ Buenavista Jr.
    Zendesk Customer Care
    Hi Edwin, 
     
    In regards to your questions, you can have all the questions on one page/email for them to rate or answer.
     
    Please check our article: https://support.zendesk.com/hc/en-us/articles/4408886194202-Customizing-your-customer-satisfaction-survey for more information.
     
    Thank you!
     
     
     
    Kind regards,
    0
  • Edwin Silva

    DJ Buenavista Jr. 

     

    This is the issue I am trying to do this and the article doesn't really have a section on how to have multiple questions. 

    How would one do that with your available placeholders?

    0
  • DJ Buenavista Jr.
    Zendesk Customer Care
    Hi Edwin,
     
    There are two placeholders that you can use that were mentioned in this article. They are, {{satisfaction.positive_rating_url}} and {{satisfaction.negative_rating_url}}

    You can use the two placeholders plus your own custom HTML to create multiple questions.
     
    Thank you!
     
     
    Kind regards,
    0
  • DJ Buenavista Jr.
    Zendesk Customer Care
    Hi Vitor,
     
    Thank you for reaching out to Zendesk Support. 
     
    In regards to your concern, the following can be done by custom HTML coding or CSS. However, Zendesk can't provide customer support for your custom HTML or CSS. Please post any issues you have in the comments section or try searching for a solution online.
     
    Thank you!
     
     
    Kind regards,
    0

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