- Ticketing channel: End users receive emails asking them to rate their experience once their ticket is solved.
- Messaging: End users receive a request to evaluate their experience in the messaging channel when their ticket is solved.
- Request page: Once their ticket is solved, end users can use the Requests page to find and open their request, where they can share and submit their feedback
The sections in this article describe the CSAT end user experience for the default automation in each supported channel. If you are not using the default automation, your end user experience may vary.
Ticketing channel experience
When you turn on CSAT ratings in Zendesk Support, end users who submitted their request via email receive a notification after the ticket has been set to solved, asking them to briefly evaluate their experience. They have 28 days to respond to this request. However, responses will not be recorded after the ticket is closed. You can customize the default automation to modify the end-user experience, including the number of hours after users receive a notification.
The survey is designed to maximize the response rate by being quick and simple while also gathering the essential data: a positive or negative rating and optional comments.
When users click Share feedback, they are brought to a landing page where they can provide their feedback and add comments. The elements end users see on the landing page depends on how the CSAT was configured. For example, if the CSAT was configured to include the CSAT ratings and no additional questions, end users would only see the ratings area. For all of the possible configuration elements, see Using the customizable CSAT experience.
Example
In this example, a CSAT survey is configured with the following:
- CSAT question with ratings
- Drop down reasons for users who submit a negative ratings
- Open ended question
When CSAT is configured this way, end users responding to the survey will see one of the following views, depending on whether they submit a positive or a negative rating.
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Positive rating: End users can add comments
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Negative rating: End users can add comments and select a reason for their experience from the drop-down menu.
Messaging experience
You can collect customer feedback through web and social messaging channels. To send your survey via a messaging channel, you must have the messaging channel configured on your account. See Getting started with social messaging and Setting up Web Widget to add messaging to your website or help center
When you turn on CSAT ratings in Zendesk Support, after an end user receives assistance through a messaging channel, they are sent a message asking them to evaluate their experience. You can customize the default trigger to modify the end user experience. See Managing ticket triggers.
By default, the survey is opened in the messaging channels (for example, web and mobile). The survey is designed to maximize the response rate by being quick and simple, while also gathering the essential data: a positive or negative rating and optional comments.
When users click Submit rating, they begin a messaging conversation that guides them through questions where they can provide their feedback and add comments. This flow may vary based on the messaging channel and configuration. In addition, in some social messaging channels, you'll see a link instead of a Submit rating button. In general, the elements end users can respond to in the message depends on how the CSAT was configured. For example, if the CSAT was configured to include the CSAT ratings and no additional questions, end users would only see the ratings question. For all of the possible configuration elements, see Setting up the CSAT survey earlier in this article.
- CSAT question with ratings
- Drop down reasons for users who submit a negative rating
- Open ended question
- Rating: User rates the support as 3, which is a negative rating.
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Reason: User selects a reason for their experience from the drop-down menu.
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Comments and submit: User finishes the survey by typing additional comments and then clicking Submit feedback.
Request page experience
You can use CSAT to collect feedback from end users via the request page. To do this, your theme must include the new satisfaction_response property in the Copenhagen request_page.hbs. If you are using:
- The standard Copenhagen theme, your theme was automatically updated to include this property.
- A custom theme, you can update your theme to incorporate the new code that supports this feature, available in the templating API v3 and above. For an example of this code, see the Copenhagen theme request page.hbs on GitHub
Once the ticket is solved, end users can use the Requests page to find and open their request. They can then click Add feedback to open the CSAT survey, where they can share and submit their feedback.
If end users return to the Request page after submitting their feedback, they can click the Edit feedback link to view or change their submitted feedback.
If the time allocated to the CSAT resolution has passed, end users will only be able to access a link to View feedback, where they can see what they submitted, but cannot change their response.