Question;
Why is my Survey Dashboard different from my help desk's CSAT data?
Answer
For many reasons, the CSAT data in your help desk's report is expected to differ from the Zendesk QA Survey Dashboard:
- Zendesk QA uses the timezone UTC on Survey Dashboards, but the dates of conversations and replies should be in the user's local timezone.
- Another factor that can lead to differences is the user base. If the number of users in your help desk are not users in Zendesk QA, or if users were added, for example, mid-month but you're trying to check the full month's CSAT report in Zendesk QA, it can affect the CSAT data.