| Announced on | Rollout starts | Rollout ends |
| September 23, 2024 | September 23, 2024 | October 4, 2024 |
We are excited to announce that the customizable CSAT experience is now available for all eligible accounts. You can configure a CSAT survey that will be shared across both ticketing (Web form, Email, API) and messaging channels (social messaging, web/mobile messaging).
This announcement includes the following topics:
What's changing?
The customizable CSAT experience gives you better control over the end-user experience by allowing you to do the following:
- Edit the survey question headlines to tailor them to your needs
- Select a CSAT rating scale range with either 1-2, 1-3, or 1-5 scale increments
- Select the rating type (numerical, emoji, or custom text) for CSAT questions
- Remove dropdown and open-ended questions from your CSAT survey
The CSAT survey is delivered via automation and triggers. Once you activate CSAT channels, we create a default automation for ticketing channels and a default trigger for social channels.
Why is Zendesk making this change?
We are modernizing our CSAT solution to help you receive more accurate and relevant feedback about the state of your customer service. We intend to make more improvements to the CSAT in the future.
Shortly after GA we will release the following:
- Public API for collecting actual survey results
- Rating scales in email
What do I need to do?
You must have Support Pro or Suite Growth or higher plan to be eligible for the CSAT. You must also deactivate the Legacy CSAT before activating a new one.
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.
Read more about CSAT:
- Sending a CSAT survey to your customers
- Managing your CSAT survey, channels, and rules
- About the CSAT user experience for email and messaging
- Viewing your CSAT score and ratings
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