A customer satisfaction, or CSAT, survey encourages your customers to provide feedback about their support experience by rating their solved tickets. The survey is designed to maximize the response rate by being quick and simple while also gathering the essential data.
The CSAT survey for Zendesk Support is sent in email one day after the ticket is set to solved. For Zendesk web, mobile, and social messaging, the survey is presented in the messaging interface immediately after the ticket is set to solved.
- Tailor the CSAT question to your needs
- Select a rating scale with 1-2, 1-3, or 1-5 ranges
- Edit the label text for each rating
- Set the rating type as numerical, emoji, or custom text
- Show follow-up questions for users who submit negative ratings
Setting up the CSAT survey
By default, the CSAT survey is not active. You can tailor the survey with your CSAT question, rating scale, and rating labels, then choose the channels you'd like to send the survey. You must be an admin to set up and send the CSAT survey.
To set up and send the CSAT survey
- In Admin Center, click
Objects and rules in the sidebar, then select Business rules > Customer satisfaction.
- Click Get started.
The page does not appear if you or another admin has already taken this step. If a banner at the top warns that you have legacy CSAT activated, click Go to end-user admin to deactivate legacy CSAT in the Satifaction tab before continuing.
- Click Edit survey.
- In the Rating scale section, configure the following:
- Headline: Text users see when asked to respond to the survey.
-
Scale range: Rating scale options that you want
users to select from:
-
1-2 rating scale, where 1 is bad and 2 is good (Use this scale if you want to send a simple survey with a good or bad rating.)
-
1-3 rating scale, where 1-2 is bad and 3 is good
-
1-5 rating scale, where 1-3 is bad and 4-5 is good
-
- Scale type: Response indicators that users will select when rating their experience, either numerical, emoji, or custom text.
-
Scale: Rating responses specific to the scale type. If your
scale type is:
- Numerical: The column displays numbers within the scale range.
- Emoji: You can select the emoji that corresponds to the rating.
- Custom text: You can type the text you want to display as the rating.
-
Label: For numerical or emoji scale types, this is the text
that identifies the rating.
- (Optional) If you want to send an open-ended question to users who submit a
negative rating, click to expand the Open-ended question section,
then type the question in the Headline field.
To remove this question from the survey, click Delete.
- (Optional) If you want to send a drop-down question to users who submit a
negative rating, click to expand the Drop down question section, then
configure your drop-down question:
- Headline: Text presented above the drop-down question that asks users to select an option.
-
Drop down options: Possible reasons why users might submit a
negative rating.
- Click the delete icon (
) to remove an option.
- Use the drag-and-drop icon (
) to move an option up or down in the list.
- Click Add option to add a new option.
To remove this question from the survey, click Delete.
- Click the delete icon (
-
- Click Save, then click Back to return to the Customer
satisfaction page to activate a channel for your CSAT survey.
The CSAT survey will not be sent to users until you activate at least one channel for it.
- In the Channels section, click the channel actions icon (
) for the channel you want to activate, then select Activate.
Activating a channel turns on the associated business rule to start sending the CSAT survey to users in that channel. To send a CSAT survey for messaging, you must have set up messaging.
- Click Activate rule.
Once you activate the rule, the channel Status will show as Active on the Customer satisfaction page. To view CSAT results, see Viewing your CSAT score and ratings.
Turning off the CSAT survey
Turning off a CSAT survey removes the CSAT survey and deactivates all channels. If you want to turn off the survey for a specific channel only, see Deactivating a CSAT channel.
- In Admin Center, click
Objects and rules in the sidebar, then select Business rules > Customer satisfaction.
- In the upper-right corner of the page, click Actions, then select
Turn off customer satisfaction.
- Click Turn off.
The CSAT survey is removed and no longer sent to users.
72 comments
Marco Zerbini
It's great to see progress with the new CSAT feature, but there are still some critical functionalities missing:
Our company operates across Europe with five different brands, each requiring multilingual support. Currently, all CSAT fields can only be customized in one language, which severely limits our ability to deliver personalized feedback requests to our diverse customer base. (HIGH IMPACT)
I'm seeing that the email support is the main focus here, but our top communication channel is WhatsApp, where there’s currently no integration with Meta, and customers are forced outside WhatsApp to complete the survey. This disrupts the user experience and significantly reduces response rates, often resulting in negative feedback. Additionally, the CSAT request fields for WhatsApp remain non-customizable, preventing us from tailoring surveys to meet customer expectations. (HIGH IMPACT)
With the new CSAT setup, it would be invaluable to have an updated dashboard in Explore that accommodates these metrics and reflects the latest data insights. (MED IMPACT)
These issues are limiting the effectiveness of CSAT, which is a key metric for Zendesk, our organization, and the quality of service we provide. I hope these concerns will receive priority, as resolving them would enhance usability and impact across the board.
Thank you for your attention!
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Tetiana Gron
Marco Zerbini thank you for feedback! You can use dynamic content to localize your CSAT survey. Read Providing multiple language support with dynamic content.
If you want to provide product feedback, please consider creating a new post or upvoting existing in the Support forum. Here is our product feedback template to get you started.
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Marco Zerbini
Hi Tetiana Gron thanks for the reply.
Unfortunately as I was saying this is not possible with Whatsapp.
Please don't focus only on the email.
Whatsapp is the most important channel worldwide and it's not even integrated.
Please
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Tetiana Gron
Marco Zerbini could you please clarify about WhatsApp experience? If you use the new CSAT, you will see customized questions, once you click Submit feedback button. You can also use the new CSAT together with concluding conversations. Read Announcing the End session feature for messaging conversations.
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Marco Zerbini
Tetiana Gron The new CSAT is not automatically translated based on the end user language.
This is a feature that we are using in the old csat, but in this csat this feature is not working. We tried also with a ZD product manager in call .
I'm talking about this: https://weroadsupport.zendesk.com/admin/objects-rules/rules/csat/survey
Both rating scale and dropdown question are not translated
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Marco Zerbini
Tetiana Gron look.
I tried to put an english sentence and I opened with an italian account and you can see that this is not translated. All the field are not linked with the end user language
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Nick
Tetiana Gron it feels like you all went backwards on this making things harder for companies to track CSAT. You should not have rolled out a new CSAT method if it has limitations. Since opting in to using the new customizable CSAT, we can not run reports that show the 1-5 scale nor can agents see the total number of Good/Bad CSATs from Agent Home. This needs to be improved and fixed so we can utilize the new 1-5 rating scale, otherwise this update to Zendesk is not worth it and I wish we would not have opted in. PLEASE FIX THIS
1
Tetiana Gron
Marco Zerbini please submit a ticket to Zendesk so we can discuss your case in more details. More information on how to do that can be found here.
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Marco Zerbini
Tetiana Gron Already opened a support ticket with Ana
But no solution has been found.
Can you please help us with that? Is it possible to have a private discussion with a PM
0
Viachaslau
I would like to flag that with the new CSAT tool we have a lower response rate compared to the legacy one. To me, the reason is clear, with the previous solution customers didn't have to do an extra action to open a separate window.
2
Juliana Salcedo
How can I use dynamic content for this survey? We are ready to switch to this new form, but we are currently sending to 19 different languages.
0
Max
Hello Tetiana Gron
Is it possible to go back to previous behaviour (or having the option to) when CSAT comment was shown under the rating ?
It is way more efficient for agents which have their view to monitor CSAT bad reviews..
Do you know why Zendesk removed that ?
It's a huge red flag for us
Thank you
2
Rachel Martin
Viachaslau 100% agree that enabling the new CSAT experience has resulted in a massive drop off of our response rate. So much so I have reverted to the old CSAT method. Actual numbers from our last 6 months below. The highlighted weeks are the ones we had the new CSAT experience enabled.
Zendesk, this new feature needs a lot more work before it is going to benefit your customers.
2
Nick
Agreed with Max above. We need CSAT shown under the rating in a ticket like how it was with the Legacy CSAT. Also, we need agents to be able to see their good and bad CSAT reviews from their agent home screen. Lastly, we need a way to create reports to reflect the 1-5 rating. Zendesk should have never implemented this new CSAT feature without having everything figured out first. This has ruined the workflow for so many companies.
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Tetiana Gron
Juliana, CSAT supports localization using dynamic content. Please read more Providing multiple language support with dynamic content.
Max, you can upvote the existing product feedback - Bring back visibility of CSAT Comments.
Rachel Martin what channels do you use? Do you see drop in both messaging and email? If messaging what messaging channels do you use? We have also rolled out recently updates to the email experience. Read more Announcing-CSAT-public API and updates to CSAT email.
If you have product feedback, please submit it in Support forum to receive the visibility and answers. Unfortunately, article comments do not facilitate meaningful conversations and the exchange of ideas on a single topic.
1
Viachaslau
Tetiana Gron I mentioned above that we see a dramatic drop in response rate after switching to the new CSAT tool, from 20 to 11 percent. Are you seeing this globally across all Zendesk customers and what is the plan for improvement?
0
Moss
I'm curious about the logic behind placing the lowest score at the top of the list and the highest at the bottom. Is there any plan to let us reverse the order so that the highest scores are at the top?
2
Juliana Salcedo
Tetiana, we have already used dynamic content for our CSAT Survey. But we want to switch to the new survey form that Zendesk just launched, and I don't see how I can use dynamic content in this new one. Am I missing something?
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Rachel Martin
Tetiana Gron We use email, Messaging and Web and have seen a drop off across all 3. We only use Messaging with web widget.
0
Nick S
+1 on Rubens point. We'd like the positive rating to the at the top, but we don't have the ability to change the order.
0
Tetiana Gron
Thanks for feedback, everyone!
Juliana Salcedo You create dynamic content for every string you want to localize, and then you replace each string.
0
Jahn
Tetiana Gron - +1 to Rachel Martin comment to change the order of the CSAT so we can present the positive option first before the negative one.
0
D.Fitz
Tetiana Gron I saw a comment on another post that multiple additional questions were being developed for release this year. Is this still on the roadmap and, if so, what's the ETA?
It would be amazing to incorporate multiple ratings (i.e. service and NPS). I know there are a wealth of marketplace apps that offer this at additional cost, but we don't want to change our infrastructure if Zendesk is developing this natively.
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Patrick Beebe
Agree with most comments here. I will not implement this nonsense until the fixes are made.
Bad at top, Good at bottom = Who determined it was a great idea to put the Bad rating first?
And stop asking me to buy yet another “APP” after ZD implements a change. It's yet another reason I'm looking at another solution for a ticketing system.
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Stas Siganevich
Hi,
Where can I see the CSAT results? When I enabled the new CSAT the field containing comments from previous CSAT got deleted (which is fine) but I need a new one that I can add to view to see the results of the survey.
Is there another (better way) to look at the results?
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Tetiana Gron
D.Fitz additional questions feature is on our roadmap but I can't share timeline.
Stas Siganevich you can see responses to comment and dropdown questions in the ticket history. Read more Viewing CSAT results in a ticket.
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D.Fitz
Tetiana Gron I appreciate the response but is there any way to get some sort of indication? Are we expecting this in H1 2025 or at some point in 2026? It's functionality that we require and the timescale is going to determine our own roadmap for the foreseable.
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Gabriela Manarim
Is it possible to control the activation of CSAT for WA/MSG by brand? In email, I can control it through placeholders, so I'd like to control it by brand to understand if it will gradually affect the response rate.
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Marco Zerbini
Hi Tetiana Gron , do we have any news or update on if and when, the CSAT could be natively implemented in Whatsapp without the redirect?
Is it something that ZD is on it ?
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Tetiana Gron
Gabriela Manarim Could you please explain more about what you are trying to achieve? Are you testing the response rate between {{satisfaction.survey_section}} and {{satisfaction.survey_url}}?
D.Fitz our current plan is to make additional questions available earlier than 2026, but our plans are subject to change.
Marco, we recently updated the URL to a button in WhatsApp. We are currently looking into ways to improve the response rate in our messaging channels, but I don’t have any specific information to share at this time.
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