Issue symptoms

Customer Satisfaction (CSAT) responses (such as Good or Bad) appear in new AI agent tickets rather than in the original ticket. This issue occurs under these conditions:

  • Zendesk Support uses the legacy in-conversation CSAT surveys with AI agent tickets
  • A new ticket contains only the CSAT score, with no conversation history
  • The original ticket has already closed, or the session ended before the customer replied
  • Duplicate tickets appear, each with a single CSAT response

Zendesk creates a new ticket for each CSAT reply if the original ticket is not open or if the session is no longer active.

Resolution steps

To prevent this issue:

  1. Migrate to the new CSAT survey experience in Zendesk.
    • Go to Admin Center and update your CSAT settings.
    • The experience sends a web form link to collect a CSAT response.
    • Zendesk links the CSAT score back to the original ticket, even if it’s closed.
    • After this update Zendesk won't create separate tickets for CSAT scores.

This solution is not retroactive. It applies only to tickets where Zendesk sends the CSAT survey after you activate the new experience. Tickets that have already received a CSAT survey before the update will not change.

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