CSAT Customization



  • Official comment
    Brett Bowser
    Zendesk Community Manager

    Hey everyone, as always, thanks so much for sharing your feedback with us! I'm happy to share that we recently launched our Customize CSAT EAP which you can now sign up for using this form. Find out more about this EAP here: What is the Customizable CSAT EAP?

    I will also be closing this thread since we have a more active feedback thread located here where you can continue sharing your feedback: Customer satisfaction customization


  • Marie Hanna

    I absolutely agree, I was personally surprised that there wasn't a range of options to choose from out of the box to customise the CSAT. Considering customer service is such a highly valued topic it seems like it's overlooked? 

  • Lenka Brozmanova

    Hello everyone. This is Lenka from Nicereply. As was mentioned before, there are some survey apps available on the Zendesk Marketplace (Nicereply is one of them) that allow you to use and combine different CSAT scales and edit the survey question, or even add multiple questions. Since Zendesk is not planning to develop this in the coming months feel free to reach out if you have questions regarding other options available on the marketplace. 

  • Andrew J
    Community Moderator

    Best option to get beyond the basic CSAT is to use an external survey provider.
    CSAT is basic on purpose. Every question reduces response rate and accuracy.
    The primary purpose is to get a positive or negative response. The follow up question is optional.
    You could look it disabling the follow up question, but responding to ratings with an auto email that links to a survey.

  • Bill Habegger

    @... I appreciate the desire to keep the CSAT basic.  I think that is the essence of CSAT.  I also like keeping the survey within ZenDesk instead of moving it to an external source.  Keeping it in ZenDesk allows my agents to directly see responses on tickets. I am asking for the ability to only change the response options.

    We have customized the email to use "I'm Delighted" and "Room for Improvement".  Those seem more appropriate for our user base.  However, when they click survey button and when our agents are seeing the survey response, these show "Good, I'm Satisfied" and "Bad, I'm not Satisfied".  It would be nice if those could match our terms.

  • Scott Allison
    Zendesk Product Manager

    Hey Everyone, I'm one of the Product Managers here at Zendesk. Thank you all for sharing your feedback on our CSAT functionality. So far we don't have anything planned to address this in the roadmap over the next 9 months, so I've updated this to "Not Planned". However, we do regularly revisit and reassess based on your input, updating our roadmap plans once a quarter. If this becomes something that bubbles up to become a priority then we'll be sure to update this thread. In the meantime I'd recommend looking at our Marketplace where there are a number of options available for more powerful surveys.

  • Jake Smith


    If we can't change the copy can you change it for us? The way it is currently worded makes it sound like the person can ask another question. When they do ask another question nothing is happening because they are at the end of the flow.



  • Benjamin


    Any update on this ?
    We really need this customizable CSAT feature enable.

    Thank you.


    By the way Miss Lenka Brozmanova, is this Nicereply can be put on in-app Zendesk Chat (Classic) with React Native ?

  • Predz (StarRez Inc.)


    I thought I read somewhere that Zendesk was looking at moving CSAT to a Likert scale. Is that a thing you all are looking at?


  • Efrat Barak Zadok

    Any update here? We really would like customized csat survey for our chat


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