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Managing your CSAT survey, channels, and rules



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Elizabeth Williams

Zendesk Documentation Team

Edited Jan 03, 2025


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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.

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Tetiana Gron

Zendesk Product Manager

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.

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Tetiana Gron  What languages does this new CSAT survey feature support? 

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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

Zendesk Product Manager

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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Thank you Tetiana, is there an article for me to see waht these 2 placeholders pull up?

 

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Tetiana Gron

Zendesk Product Manager

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. 

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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.

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Tetiana Gron

Zendesk Product Manager

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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