| Suite | Growth, Professional, Enterprise, or Enterprise Plus |
| Support | Professional or Enterprise |
When an agent ends a messaging session, the messaging channel is essentially turned off for that customer interaction. This means that when the related ticket status is later updated to Solved, it happens in the Support channel rather than the messaging channel, and the conditions in the default messaging CSAT trigger aren't met.
You can address this issue by updating the default trigger, Request customer satisfaction rating (messaging).
By default, the Request customer satisfaction rating (messaging) trigger fires when the status of a ticket created via a messaging channel is updated to Solved and a CSAT survey has not been sent to the customer.
To make sure the survey is sent for all messaging tickets when the session ends or the ticket is updated to Solved, you must update the trigger's conditions so it fires when either condition is met.
To send a CSAT survey when a a messaging session ends
- In Admin Center, click
Objects and rules in the sidebar, then select Business rules > Customer
satisfaction. - Click the Request customer satisfaction rating (messaging) trigger.
- Under Meet ALL of the following conditions, remove the following
condition:
- Ticket > Status category | Changed to | Solved
- Under Meet ANY of the following conditions, click Add condition.
- Add the following conditions:
- Ticket > Status category | Changed to | Solved
- Ticket > Messaging session ended reason | Changed to | Ended by agent
- Click Save.
10 comments
Jahn Bronilla
Hello 1263082351589 1263082050629 - not sure if this has been answered already in other article but can we possible interchange the Good and Bad Rating for Messaging CSAT Survey?
We want the good one to be shown first instead of the poor experience. I am unable to see any option to do interchange the 2 options.
1
Tetiana Gron
1900372776684 It should be possible if you use dynamic content in the CSAT survey. Read more Providing multiple language support with dynamic content.
1
Gundega
Hi,
Is it possible to run a survey for 3 different brands if each brand has its own communication language?
0
Jahn Bronilla
Hello BAKO - do you mind sharing your actual condition and action trigger for us to have a look if you are missing anything and as to why the csat is not firing for you?
0
BAKO
Hello,
We have noticed that even with only “Session end reason - changed to - ended by agent” condition selected, messaging csat survey is not delivered to the user.
From what we understand, as the session ends, triggers delays in sending the action (messaging satisfaction survey), as the session ends before the action, the survey does not show up on the customer's widget at all.
Is there a solution for this?
0
Tetiana Gron
Hi everyone,
As 1264837569290 mentioned you should use customizable CSAT for end session. The trigger action that is associated with customisable CSAT in messaging is Notify by > Request messaging satisfaction survey.
0
Naina Mathur
Hi there community
Thanks for sharing your feedback. If you are using the preexisting Csat mechanism, please refer to the article instructions above. If you are using the customizable Csat experience you will need to deactivate the older Csat mechanism and set up the trigger in order to use End session. Please refer to the Customizable Csat Experience article for more information.
0
Jahn Bronilla
Hi Aimee Spanier - for some reason this is not working for us. Our customer satisfaction (customizable csat is enabled) and we tried changing/mending the trigger condition stated above but no success in making the csat works when session is ended.
Additional information:
1. Trigger Action: Request messaging satisfaction rating is not working regardless whether the condition is solve or messaging session is ended by the agent.
2. Trigger Action: Request messaging rating works only when ticket has been tag as Solved
Looks like the issue here are for 2 things.
-CSAT Trigger won't work for session
-CSAT Trigger Action Request messaging satisfaction rating is not working for messaging at all.
1
Bryan Schmitt
We're seeing CSP errors when the CSAT survey loads. Can you verify the domains required to display the CSAT survey?
edit: Update made to CSP (needed frame-src updated to include zendesk.com) working now
0
Hristiyan Vasilev
We have a trigger that fires only when a client leaves good/good with comment rating which we previously used. It does not seem to be working when we switched to the customizable CSAT survey feature and included the trigger in this article:
This is the trigger that fires after a good/good with comment feedback from the client:
Edit: The trigger is set to send an email, which is not visible in the screenshot.
1
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