Customizing your customer satisfaction survey

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98 Comments

  • Brett Bowser
    Zendesk Community Manager
    Hey Team Member, 

    I would recommend reaching out to our Customer Care team using the steps in the following article: Contacting Zendesk Customer Support
     
    They will most likely need to assume into your account to see why exactly you're not able to get the steps working from the previously attached articles. 
     
    Hope this helps!
     
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  • Vladimir Petrushenka

    it does, thanks Gabriel 

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  • Joyce
    Zendesk Customer Care

    Hi Hesham,

    Customer Satisfaction Survey is being sent via email only and it is technically not possible for Facebook or Twitter tickets to receive the survey email notification. It is also not possible for end-users to leave a satisfaction rating directly from Facebook or Twitter.

    However, there are two alternatives that will allow the end-user to rate social media tickets:
    1. Access Guide using their social media authentication, where they can rate their tickets from My Activities within Help Center.
    2. Add the user's email address to the profile, so satisfaction surveys can be sent via email.

    Check this article to learn more about Giving satisfaction rating via Facebook and Twitter

    Hope this helps!

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  • GrowthDot

    Greetings, community! If you're enthusiastic about enhancing your survey creation skills, consider delving into the NPS and Survey app for Zendesk. This tool seamlessly incorporates placeholders and provides four survey options that extend beyond the basic "Good" and "Bad" selections.

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  • Hesham Mahmoud

    Hi,

    I have more than one question about satisfaction survey:

    1- Is  satisfaction survey sent to email address only or sent through twitter or Facebook DM if ticket requester opened ticket through them?

    2- If it sent through twitter or Facebook DM, is link of survey redirect the requester to another page or the requester can rate in same page of DM?

    Thank you in advance,

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  • aku Nna

    Thankyou @... That worked really well.

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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,
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  • Christine
    Zendesk Engineering
    Hello Vitória,
     
    It is possible to customize the text on the email notification using our system placeholders and a custom HTML.
     
    For example, the default {{satisfaction.rating_section}} placeholder will return the following section:

     
    If you use the {{satisfaction.positive_rating_url}} and {{satisfaction.negative_rating_url}}  placeholders plus custom HTML, you can transform the satisfaction section to something like this:

     
    Note: 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.
     
    See Customizing the customer satisfaction email for more detailed information.
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  • Jennifer Gillespie

    When will we have access to the Survey option for our site that I received when my ticket with Zendesk support closed?

    Here's what it looks like:

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  • RichL

    Bobby Koch @... Have you resolved this?

    I'm having the same issue. I have valid HTML which renders properly when loaded as HTML file in a web browser. However, the email that is received by the customer has approximately 15 line breaks added at the top. When I put a line of text before the HTML I end up with 15 line breaks between that line of text and my HTML code.

    This is very frustrating and until I can figure this out I will have to stick with the default CSAT survey email.

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  • Sarah Skinner

    Hello! Is there a way to change the wording in clickable links - "Good, I'm satisfied" and "Bad, I'm unsatisfied" to "Great, I’m satisfied" and "I still need help"  ??

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  • Brett Bowser
    Zendesk Community Manager
    Hey Krista,
     
    If you're using a custom ticket field to identify these "bug" tickets or a tag then you could add the "tags > contains > none of the following> (tag name)" condition to your CSAT automation you have set up.
     
    Same if you use a custom field to identify these bug related tickets. 
     
    Let me know if that's not what you're looking for!
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  • Brett Bowser
    Zendesk Community Manager
    Hey Rita,
     
    They will be taken to a new page where they can leave a rating for the agent that handled the ticket. That comment will then show up directly within the ticket. I would recommend taking a look at this article: About CSAT (Customer Satisfaction) ratings in Zendesk Support
     
    I hope this helps!
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  • Product Support

    Is there a way to add a checkbox into the email in order to give users the ability to give permission to use comments in marketing materials? 

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  • Zsa Trias
    Zendesk Customer Care

    Hello Matt,

    Are the tickets not in Closed status? Closed tickets can no longer be updated so if the ticket is rated after the ticket was closed, it would no longer work. You may want to check the events of the ticket if there's a business rule that automatically closes them after a few days: Viewing all events for ticket updates

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  • Crystal Cisneros

    I'm having a hard time finding out if this works for me. How do we find out if it's working or not?

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  • Sabra
    Zendesk Customer Care

    Nikki Trinidad - here's an article with steps for Restricting Satisfaction Surveys by Date and the article How to add a cool-down period to satisfaction surveys also has tips for how to set up something similar to what Jacob was mentioning. 

     
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  • Paul Moore

    Hi all!

     

    Thank you Christine for your help previously.  I've recreated the automation in my sandbox and still can't make it send a satisfaction survey.  My guess is that automatic triggers are just not happening in there at all.

    Do you have any other suggestions I can use to test this feature?

    Paul

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  • Matt Davies

    Hi there,

    Is there any way to make the survey links available for a longer period of time?

    We find that for tickets solved on a Friday, the survey link is sent on a weekend and then has expired by the time the end user goes to complete the survey on the following Monday. They then can't provide the feedback to us.

    Thanks,

    Matt

     

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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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  • Dave Dyson
    Hi Jacquelyn,
     
    The only built-in functionality would be to the Satisfaction Reasons feature, but that's only available when someone leaves a Bad satisfaction rating on a ticket. If you're looking to gather additional information from all users when you survey them, you'd either need to link to an external form in the Satisfaction automation that's created when you turn on CSAT, or use a third-party satisfaction survey system -- there are several options available in our Marketplace that might provide this ability.
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  • Hiedi Kysther
    Zendesk Customer Care

    Hi Dan, 

    Unfortunately, we do not have this kind of capability in our CSAT Feature at the moment. But it is sure great to have one in the future. I suggest posting this as a feature request here: Support Feature Request.

    Our apologies if we don't have this feature right now. However, I'm sure our development team would appreciate your suggestion. This will enable our Product team to track and consider it for our future roadmap. 

    In the meantime, we have 3rd party apps that you can integrate in your account to achieve this workflow I suggest checking them out here: Survey Apps. These apps will allow you to have fields to understand more the reason for DSATs. 

    I hope this helps! 

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  • Anne Ronalter
    Zendesk Customer Care
    Hello Alyson,

    currently, there is no native option to link the survey with Google ratings.

    The following 3rd party Apps might be useful for you in this case:
    - Google My Business 
    - Zapier Google My Business + Zendesk Integrations
     
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  • Dave Dyson

    Hi Anthony –

    Zendesk standardized on the simple Good/Bad survey to encourage more replies, and unfortunately there's not a way to require a comment. However, there are a some apps in our Apps Marketplace that will allow you to send surveys in different formats (such as a 10-point scale):

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  • Cory Brown

    @... 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.

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  • Tuule

    Is any of this logic exposed via an API?

     

     

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  • aku Nna

    @..., Is it possible for the customer satisfaction survey to be presented to the customer based on their language preference?

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  • Vitória
    Hi team! QQ: the default text displayed in image below after inserting this placeholder {{satisfaction.rating_section}} can be customized somehow? Is there any native way, own development need or app? Word SUPPORT is very old fashioned and we want to replace to another one . According to support, it`s not possible. Is it true? Tks!
     
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  • Jupete Manitas
    Zendesk Customer Care

    Hi Sarah, thanks for writing in! You can customize the automation email for customer satisfaction ratings but the satisfaction rating page cannot. The page that opens in the browser is a system default page that cannot be edited with custom code in Help Center. Including the wordings "Good" and "Bad" because of the placeholder

    However, you can integrate your own customer satisfaction tool into Zendesk through the API to send the Satisfaction Rating details to the ticket. You can find our satisfaction ratings API endpoints on our developer.zendesk.com webpage. Thank you!

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  • Team Member

    Hi Sabra I also tried doing the links you attached but I don't seem to get it right. Also, no satisfaction date is coming across the custom user field. I am not sure what is wrong with my setup. I am using Sandbox to test, is this an issue? I can't find the notify target webhook > (webhook created) in Sandbox so I just used Notify active webhook instead. Not sure if this is the problem.

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