Getting started with Zendesk Suite - Part 10: Enabling customer satisfaction ratings

Articles in the series

• Introduction: Getting started with Zendesk Suite
• Part 1: Accessing Zendesk Suite admin settings
• Part 2: Adding team members
• Part 3: Understanding how end user accounts are handled
• Part 4: Managing user access security and authentication
• Part 5: Adding support channels
• Part 6: Routing incoming support requests
• Part 7: Managing support requests during non-business hours
• Part 8: Guaranteeing customer support expectations with service level agreements
• Part 9: Reporting on support activity
• Part 10: Enabling customer satisfaction ratings
• Part 11: Using the Zendesk developer platform to extend your support solution
• Part 12: Rolling out your Zendesk Suite support solution

To find out if your customers are happy, you can enable customer satisfaction rating on resolved tickets and for live chats.

For live chat sessions, the end user prompt to rate the service they received is included in the chat window.

For all resolved tickets, a customer satisfaction survey can be sent to the end user when their email address is included in their user profile.

This means that if you don’t know the end user’s email address (because you interacted with them on X (formerly Twitter) and don’t have their email address, for example), you will not be able to send them the satisfaction survey email message.

To request satisfaction ratings for the support you provide via the voice channel, you must also have the end user’s email address added to their user profile. The email will be sent after the call ends and the ticket is resolved.

You enable customer satisfaction for resolved tickets. For set-up instructions, see Using CSAT.

For information about enabling customer satisfaction rating for live chats, see Measuring visitor satisfaction with chat rating.

Zendesk also offers NPS (Net Promoter Score℠) surveys, which are available as a separate add-on. For more information, see About Net Promoter Scores℠.

Continue to Part 11: Using the Zendesk developer platform to extend your support solution.