| Announced on | Rollout starts | Rollout ends |
| October 30, 2024 | October 30, 2024 | November 7, 2024 |
We are excited to announce updates to the default CSAT automation and the public API for CSAT results. We’ve revised the automation body and CSAT placeholder to increase the response rate. You can now view customer responses to the CSAT survey using the public API.
This announcement includes the following topics:
What's changing?
We’ve updated the default automation that delivers a CSAT survey. The request link has been moved from the CSAT section to the automation body, making it easier for you to remove. In addition, the {{satisfaction.survey_section}} placeholder now expands into a CSAT question with a rating scale.
We've also introduced a public API for viewing CSAT results. You can now view a CSAT survey response for a ticket using public API. See Survey response submitted event and Survey Responses.
Why is Zendesk making this change?
The new implementation of the placeholder will positively impact the response rate of the CSAT survey, as your customers can now select a rating directly within the email.
In addition, the public API allows you to access the actual responses provided by your customers to the CSAT survey.
What do I need to do?
If you already use the default automation to send the CSAT, we will automatically update the {{satisfaction.survey_section}} placeholder without touching the body of the email. New CSAT users will get updates to both the placeholder and email body.
If you want to send a CSAT survey link instead of the section, you can still use the {{satisfaction.survey_url}} placeholder.
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