If you have activated the CSAT survey for customers, you can make changes for CSAT as needed. You can edit the CSAT survey, activate or deactivate channels for the survey, and view and update the standard CSAT business rules.
You must be an administrator to manage CSAT.
Editing the CSAT survey
You can make changes to the rating scale and follow-up questions for your CSAT survey as needed.
To set up and send the CSAT survey
- In Admin Center, click
Objects and rules in the sidebar, then select Business rules > Customer satisfaction.
- Make changes to the Rating scale and Follow-up questions sections as needed.
- Click Save, then click Back to return to the Customer satisfaction page.
Activating or deactivating the CSAT survey for a channel
Activating a channel turns on the associated business rule to start sending the CSAT survey to users in that channel.
Deactivating a channel removes the channel and the accompanying business rules that send the survey, but leaves the CSAT survey itself intact.
If you want to completely deactivate and removed the CSAT survey, see Turning off the CSAT survey.
- In Admin Center, click
Objects and rules in the sidebar, then select Business rules > Customer satisfaction.
- In the Channels section, click the channel actions icon (
) for the channel, then select Activate or Deactivate.
To send a CSAT survey for messaging, you must have set up messaging.
- Click Activate rule or Deactivate rule.
The channel is either activated or deactivated and the channel status is updated to either Active or Inactive on the Customer satisfaction page.
Viewing and updating the standard CSAT business rules
You can view and update the standard business rules associated with your active CSAT channels to change the behavior as needed. Custom CSAT automations and triggers are not displayed in the channels section of the Customer satisfaction page.
To view the rule for an active CSAT channel
- In Admin Center, click
Objects and rules in the sidebar, then select Business rules > Customer satisfaction.
- In the Channels section, click the channel actions icon (
) for the channel you want to view, then select View rule.
The business rule opens in a new tab for you to view or edit.
About the email automation for CSAT
The Request customer satisfaction rating automation for email sends the CSAT survey 24 hours after the ticket is solved, and the user has 28 days to respond. You can update this automation rule or you can configure your own using the {{satisfaction.survey_section}} and {{satisfaction.survey_url}} placeholders.
The Request customer satisfaction rating automation for email sends the CSAT survey 24 hours after the ticket is set to solved.
About the messaging trigger for CSAT
The Request customer satisfaction rating trigger for messaging presents the CSAT survey when a ticket created through the Web Widget, mobile SDK, or social channel is set to solved.
9 comments
Holly McGinnis
Can more than 1 CSAT configuration be created? We have 5 different brands across 3 main business groups and would like to be able to give the different units their own configuration option.
0
Tetiana Gron
Hi Holly McGinnis, right now, you can configure only one CSAT survey.
If you have product feedback regarding CSAT, please post in Support forum. Here is our product feedback template to get you started.
Before you post, make sure to look to see if there is not a similar post to your feedback. If there is, please upvote or comment on it so that we can capture your feedback.
0
Viachaslau
Tetiana Gron What languages does this new CSAT survey feature support?
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Jason V
With our previous CSAT, we had a
* trigger for Ticket > Satisfaction > Good / Good w/ Comment
* trigger for Ticket > Satisfaction > Bad / Bad w/ Comment
Will the results of new CSAT still activate these?
Secondly, part of our bad trigger had an automation based on another ZD recipe:
{{satisfaction.rating_url}}
Does that placeholder still work?
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Tetiana Gron
Jason V You'll need to use one of these placeholder {{satisfaction.survey_section}} and {{satisfaction.survey_url}}. Only condition with Good/Bad will work. Good w/ Comment and Bad w/ Comment will not work any more.
If you have feedback on post CSAT actions, please post it in the Support forum. Here is our product feedback template to get you started.
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Jason V
Thank you Tetiana, is there an article for me to see waht these 2 placeholders pull up?
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Tetiana Gron
Jason V you can see here rendering of `{{satisfaction.survey_section}}`. We plan to rollout changes to this placeholder in upcoming weeks. Regarding `{{satisfaction.survey_url}}`, it is just an url.
0
Monica
Is there a way to configure what displays in the {{satisfaction.survey_section}}?
We cannot have users log into our Zendesk instance so {{satisfaction.survey_section}} is not usable due to the ticket link, but the update of the question within the email is fantastic and one of our CSAT requirements.
We're not able to use the ticket brand placeholder in the survey segments which would be beneficial.
0
Tetiana Gron
Hi Monica! The ticket link is no longer part of the {{satisfaction.survey_section}}. We have moved it to the automation body so you can easily remove it. Check Viewing and updating the standard CSAT business rules.
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