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Customizing when your customer satisfaction (CSAT) survey is sent



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Jennifer Rowe

Zendesk Documentation Team

Edited Jan 15, 2025


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109 comments

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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Hello,

In addition to using automation for the survey, is there a way to also provide a link in an article for customers to complete the survey on demand versus an automated email?

 

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Ivan Miquiabas

Zendesk Customer Care

Hi Jennifer, 
 
Thanks for reaching out! 
 
Customer satisfaction allows you to track how well your agents and customer service organization as a whole are performing on a ticket by Ticket basis only survey. Unfortunately, that might seem to be a Product feedback and not feasible as of the moment. 
 
 
Hope that helps! 

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Is there a way to categorize the survey responses? It's great to understand if a client was satisfied, but also understanding what drove that (dis)satisfaction would allow us to understand what is working particularly well or what we need to address? 

We call every client who submits a negative survey to determine what happened, express that we hear them, etc. I would love to be able to add a field to that completed survey that would then ascribe that dissatisfaction to a product shortcoming, a need for further training of the team, etc. 

Thanks!

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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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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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Audrey Ann Cipriano

Zendesk Customer Care

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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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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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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Paolo

Zendesk Engineering

Hi Sara,
 
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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Hi, team. For this CSAT customization placeholder, “{{satisfaction.positive_rating_url}}”, is the custom HTML required?

Thank you so much!

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Leslie 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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Andrea Lee Bishop 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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Trevor Shaffer 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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Is there a way to change what happens when the customer clicks “Good, I'm satisfied”? Instead of being sent to add a message on the ticket rating, we want to redirect them to write a review about our app. Would that be possible?
Thanks!

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Martina Moring Not with the built in CSAT feature, as its fairly basic. For this feature, you will need to install a CSAT add-on like Sondar that lets you show a Call To Action on the thank you page of the survey. 

With Sondar, you can customize the CTA based on the sentiment of the rating. i.e. Show a “Leave a review” CTA when CSAT is positive or “Book a Call” if its negative. 

Sondar is a Zendesk partner and the add-on is available from the Zendesk marketplace

VVV Thank you page customers see after completing the survey with a CTA VVV



VVV Customizing CTA options in Sondar VVV

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Is there a way to have multiple surveys available in Zendesk? I have different surveys that I want to send for different brands and also use for NPS and CES. Is this possible with Zendesk?

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Hi,

I would like to clarify some details about the {{satisfaction.survey_section}} placeholder used in the system. Below are my questions:

  1. What does this placeholder represent?
    • Does it specifically refer to a link to the customer satisfaction survey, or does it serve another purpose?
  2. What content or link is displayed through this placeholder?
    • Is the link static, or does it change dynamically depending on the ticket?
  3. Is there any official documentation explaining this placeholder?
    • If so, could you please share the link?
  4. Can this placeholder be customized?
    • If yes, which parts are configurable?

Thank you for your assistance! I want to ensure the implementation meets the user’s needs.

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Hello,

Is there a limit on the number of surveys we can send?

Thanks. 

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