Announcing Customizable CSAT Configuration EAP

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26 Comments

  • Reshma Patel

    Any updates on the csat being offered to Agents and Light Agents? That is the biggest limitation we have with Zendesk CSAT functionality, as our agents can also be customers since we provide internal support as well. 

    1
  • Jacob the Moderator
    Community Moderator
    Zendesk Luminary

    Tetiana Gron This is great!

    I have the same question as Reshma Patel, surveying our agent-requesters is important to our organization and it is not currently possible.

    0
  • Matheus Csapo Gava

    Is there any expectation to have the feature available embedded on WebChat Messaging?

    2
  • Mateusz Gamroth

    Wow this is great news! :) Will there be also the possibility to setup CSATs by brand? This would be an important next step for us. 

    3
  • Ian Marston

    Tetiana Gron

    Will you provide an option to ask a secondary question for NPS?
    We would like to gather customers feedback for CSAT and NPS on the same survey using a 1-10 rating

    1
  • Tetiana Gron
    Zendesk Product Manager

    Hi everyone! 

    Thank you for your questions! I would like to share some post-EAP plans with you. We intend to provide you with the ability to customize the look & feel of your CSAT survey per brand. It is also on our roadmap to introduce new CSAT experience to Messaging channels. Looking further ahead, we plan to support multiple questions.

    After delivering the features mentioned above, we may explore the possibility of enabling an internal use case, where the agent-requestor can rate the ticket.

     

    6
  • Mateusz Gamroth

    Great news Tetiana Gron! Can you give a rough timeline when this would be possible by brand?

    3
  • Bobby Koch
    Zendesk Luminary

    This must be a cruel prank, how are we not looking to support a 7 point or 10 point scale in addition?

    0
  • Leonardo Santos

    Can't wait to this customizable CSAT in messaging channels(WhatsApp, Instagram, Messenger)

    0
  • MariS
    Zendesk Luminary

    Tetiana Gron is dynamic content already supported on the EAP?

    1
  • Tetiana Gron
    Zendesk Product Manager

    Mateusz Gamroth branding of CSAT experience will be available in Q1 2024 but it doesn't include different questions per brand. 

    Bobby Koch thanks for asking! A 1-5 scale is considered best practice for CSAT, whereas scales of 7 and 10 are typically used to measure other metrics such as CES and NPS. As this is an EAP, we are gathering feedback, including feedback about the scale.

    MariS It will be available in a few weeks. 

    0
  • Ian Marston

    Tetiana Gron

    Will you provide an option to ask a secondary question for NPS?
    We would like to gather customers feedback for CSAT and NPS on the same survey using a 1-10 rating

    1
  • Ashley Moore

    Will this have a 1-10 scale? 

    0
  • Tetiana Gron
    Zendesk Product Manager

    Ian Marston and Ash, we will consider these when we work on adding multiple questions to the CSAT survey next year.

    0
  • Kalle Windefalk

    This is great.

    It would be beneficial if we could customize the CSAT frequency for individual requesters. Several of our clients resolve multiple tickets daily and are inundated with survey requests. This frequency tends to undermine the intended purpose of CSAT.

    It would be great if we could set a monthly or weekly limit on the number of CSAT surveys sent to a requester based on their resolved tickets.

    0
  • Tetiana Gron
    Zendesk Product Manager

    Hi everyone,

    I would like to share an update regarding the rollout of the CSAT EAP. Regrettably, due to certain unforeseen circumstances, the rollout has been postpone to mid-November. We’re working diligently to optimize this feature.

    Thank you for your patience and understanding.

    2
  • Agent 1

    Hi!
    What is the exact timing of the EAP rollout?

    0
  • Tetiana Gron
    Zendesk Product Manager

    Hi Agent 1,

    We are still working on finalizing the CSAT EAP. We cannot confirm an exact date yet.

    0
  • Łukasz Wiśniewski

    After YEARS of flags from your customers, it's great to see that you decided to implement a new CSAT feature. The idea is cool however currently, it is only for customers who use the ticketing system. As one of the commenters mentioned, having that same CSAT method on chats is crucial. I cannot imagine sending 2 different surveys and relying on their results sharing a 1-5 scale survey for tickets and good/bad for chats. For me it is a "no go" until the moment you spread it across other channels. 

    0
  • Tetiana Gron
    Zendesk Product Manager

    Thank you Łukasz Wiśniewski,

    We are working on unified experience across channels. 

    0
  • Chuck Hemesath

    Signed up for the CSAT EAP several weeks ago...never heard back from them.  Signed up a second time again today...maybe the second time is the charm. Want to test this out but not possible if ZD doesn't respond to me.

    0
  • Tetiana Gron
    Zendesk Product Manager

    Hi Chuck Hemesath,

    We had to temporarily pause the rollout. You will receive an email when your account is added to the CSAT EAP.

     
     
     
    0
  • Trace van der Salm

    Is it possible to use the EAP CSAT in the sandbox. When I choose the standard sandbox the functionalituy is not there. 

    0
  • Kris
    Zendesk Luminary

    Are there any plans to allow CSAT to be submitted after a ticket is closed? Our preference is to close Messaging conversations shortly after they are solved to force new conversations onto a new ID, but this limits how long CSAT can be submitted to just a few hours in our case. Thanks!

    1
  • Tetiana Gron
    Zendesk Product Manager

    Hi Trace van der Salm,

    Yes, it is possible to use CSAT EAP in the sandbox, you just need to fill the sign up form with the sandbox subdomain. 

    0
  • Jahn Bronilla
    Community Moderator
    Zendesk Luminary

    Hi Tetiana Gron, feedback to include if possible in the roll-out period.

    Is there a chance we can also have follow up questions for ratings 4-5? This is very important as we can request customer to rate us in other platform for example.

    Thanks!

    1

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