Customizing your customer satisfaction survey

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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.
  • Vladimir Petrushenka

    Hi folks, 

    Was hhoping someone could advise on the following. 

    When I add {{satisfaction.rating_section}}​ to the macro and apply it, it comes in the response in a shape of a link that takes to the Satisfaction survey. 

    My question is - is it possible to imbed the survey itself into the email response where the customer could rate the service straight away as opposed to clicking/copying the CSAT link etc? 
    Just to make it look something like that: 

    Any advice would be very much appreciated. 

  • Vladimir Petrushenka

    also, would someone be able to share the HTML code for this CSAT survey:


  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Vladimir,
    Currently, it is not possible to completely embed CSAT into an email, as on the backend, the CSAT ratings are added via an API call to our CSAT API. As API calls require a web-based call, users will need to navigate to a webpage external to the email so that we can receive a rating on the Zendesk side.
    Hope this answers your inquiry. Thank you!
  • Vladimir Petrushenka

    it does, thanks Gabriel 

  • noel rosario


    I’d need to update the verbiage going out for our CSAT Surveys. I’d like it to have 4 questions.

    1. How satisfied are you with your online shopping experience with ?

    2. How satisfied are you with the product you received?

    3. Did the Customer Service Agent make it easy for you to resolve your customer service issue?

    4. How likely are you to shop with again or recommend us to friends/family?

  • Ludwig Parma
    Hey Noel, 
    At the moment, CSAT being sent by automation or trigger is standardized to present Good/Bad. On the other hand, you may want to check our Apps Marketplace that will allow you to send survey the way you want it.
  • 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? 

  • Gab Guinto
    Zendesk Customer Care

    I'm afraid this is currently not possible in email notifications. The end user will have to reply back to the ticket thread for you to be able to capture their response. 
  • Tina Gardner

    Is there a way to have to CSAT surveys for different support groups? If yes, can each support group have it's own CSAT totals?

  • Marine
    Zendesk Customer Care
    Hi Tina!

    It's possible to set up different satisfaction survey for different groups. 
    Depending on what you use, a trigger or an automation you will need to add a condition which will be Group > Is > your Group name.
    And, create another business rules for the other survey for the other group. 
    This will identify which satisfaction notification to send when an agent from a specific group is assigned to the tickets. 
    Once this is set up and surveys answers are collected it's possible to create a report in Explore that will evaluate the CSAT depending on the Groups to get the totals needed. 
    I hope this helps!
  • Alyson Sherlock

    How can we have these surveys link up with the google and their 5-star rating method?

  • 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
  • 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:

  • Trevor Shaffer

    Is there a way to customize the options that are sent out in the CSAT survey? Is it possible to add a 1-5 rating scale? Or are we limited to just Good and Bad as options?

  • Judd Higgins

    Did anyone ever find a marketplace app that allows setting intervals for csat surveys?

    I have clients that write in quite often and we are pinging them too much for csat survey which is skewing our results.

  • Jacob the Moderator
    Community Moderator
    Zendesk Luminary

    Hi Judd Higgins

    Not a Marketplace app, but a combination of native Zendesk features should allow you to add a cool-down period to satisfaction surveys.
    I've done something similar where every ticket created puts a tag "no_survey" on the requester, any ticket with this tag will not get surveyed (update automation to not run on tickets with this tag. Another automation will remove the tag (from the requester) after a specified time has elapsed.
    With this setup, the first ticket is surveyed, but subsequent tickets will inherit the tag from the requester profile and not get surveyed.

    Once the tag is removed the next ticket created will be available for surveying and the cycle begins again.

    Hope this makes sense 😀

  • Tuule

    Is any of this logic exposed via an API?



  • Sabra
    Zendesk Customer Care

    Jennifer Gillespie -- we are using a third-party to create and capture the customer satisfaction surveys that you are seeing when you Zendesk ticket with Support request is Solved.  

    Trevor Shaffer -- right now, you are only limited to Good/Bad. If you are looking to capture more information, you can look at using the satisfaction reasons to get more information from Bad ratings: Working with satisfaction reasons

    Tuule - Our Tickets API will show the CSAT status :) 

  • Jennifer Gillespie

    Sabra Thank you for your honesty. My initial thought is that if Zendesk doesn't feel that their delivered option isn't good enough for them to use on their own tickets, then Zendesk should FIX IT to be what you also use.  It's honestly not a good business approach to show us, your clients, that you're not willing to use your own things that you design. 

  • Nikki Trinidad

    HI Jacob the Moderator, I am implementing the same thing. Can you please help me understand more on how you set this up please? Thank you.

  • 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. 

  • 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.

  • 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!
  • Mary Heffner

    @Heather Rommel 

    Is your info here acurate to today's date? I attempted to put the placeholder (below) in my trigger when a ticket is 'solved' to have the customer satisfaction rating included within a ticket when it is moved to solved and turned off the automation. Afterwards, I tested it and got a HTTP ERROR 403. Please help! 


  • 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.




  • 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

  • Cynt Williams

    Hello All! 
    Another person asked this question above but the response didn't help answer the question. 

    I have the same inquiry.
    I am looking to elaborate on the CSAT survey 2 have 2 questions. The service from the customer experience associate(s) can be great, but the problem is with the company or policy. Because of this, the representative will receive a bad CSAT score. (when they provided great service)

    I would like to have 2 questions somewhat like:

    1. Are you satisfied with the service provided by the customer service associate who helped you?

    2. Are you satisfied by the outcome?

    Can anyone advise the best way to tackle this? 

    Thanks so much

  • Joyce
    Zendesk Customer Care
    Hi Cynt,
    With the native CSAT, you can only customize the look of the Good and Bad rating options. If you're looking to gather additional information from all users when you survey them, you can use a third-party app that provides this ability. You check our Marketplace for the available app you can integrate into your account.
  • GrowthDot

    Hello, community! If you're interested in expanding your survey creation capabilities, you can try NPS and Survey app for Zendesk! The application automatically inserts placeholders and offers four survey types instead of "Good"/ "Bad".


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