Hi there!

My name is Jolyn Isabelo from the Asia Customer Success team. One of the queries I get asked a lot from my clients is:

How can I achieve a 5* star rating within Zendesk under the Support product?

Below is a step by step process of how this can be achieved:

By default, Zendesk’s CSAT ratings - “Good” and “Bad” - are powered by using the CSAT placeholders of {{satisfaction.positive_rating_url}} and {{satisfaction.negative_rating_url}} in the “Email body” of a Trigger.

Since Triggers allow for HTML, you can hack these placeholders however you wish! You can wrap an image like a ★ hosted somewhere with this placeholder.

So the first three stars - ★★★★★ - are wrapped with the {{satisfaction.negative_rating_url}} placeholder, while the last two stars - ★★★★★ - are wrapped with the {{satisfaction.positive_rating_url}} placeholder:

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Hi {{ticket.requester.name}},

We'd love to hear what you think of our customer service! <b>How would you rate us?</b><br>

<center><br><a href="{{satisfaction.negative_rating_url}}" style="padding-right:6px;"><img border="0" src="link"><a href="{{satisfaction.negative_rating_url}}" style="padding-right:6px;"><img border="0" src="link"><a href="{{satisfaction.positive_rating_url}}" style="padding-right:6px;"><img border="0" src="link"><a href="{{satisfaction.positive_rating_url}}" style="padding-right:6px;"><img border="0" src="link"><a href="{{satisfaction.positive_rating_url}}" style="padding-right:6px;"><img border="0" src="link"></center><br>

Here's a reminder of what our conversation was about:

{{ticket.comments_formatted}}

Many thanks,

Customer Support

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Please let us know if you have any follow up questions!