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 Petrushenko

    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 Petrushenko

    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 Petrushenko

    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? 


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