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Add-on Quality Assurance (QA) or Workforce Engagement Management (WEM)

This article describes how to understand and use the comment size and predicted CSAT drivers feature in Zendesk QA. This feature helps you categorize customer feedback comments into predefined categories, providing valuable insights into customer sentiment and support performance.

This article contains the following sections:

  • About comment size and predicted CSAT drivers
  • Categorizing comments

About comment size and predicted CSAT drivers

This out-of-the-box AI solution in Zendesk QA automatically understands and identifies patterns in free text comments. It then tags these comments under preset categories on the Zendesk QA Survey dashboard. This feature is only available for comments in English.

Comment categories

Zendesk QA groups comments into the following categories.

 

Tags Comment size
size
  • Short
  • Mid-length
  • Long
  • Very long
emoji
  • Only emoji
content
  • Feedback for agent
  • Complaint
  • Crumbs
  • Issue solved
  • Negative sentiment
  • Positive sentiment
  • Praise
  • Good support
  • Support not helpful
  • Fast support
  • Slow support
  • Thanks
model
  • Account
  • Refund
  • Bad support
  • Good support
  • Issue not solved
  • Issue solved
  • Fast support
  • Slow support
  • Bad product
  • Bad outcome
  • Complaint
  • Confusing
  • Support not helpful
  • Feedback for agent
  • Praise
  • Thanks
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