Feature request: extend CSAT options



  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi there Lanna,

    Thanks for the feedback and I can see how having more flexibility in the CSAT survey would be useful.

    Currently, we have no plans this year to change how the CSAT functionality works. I can recommend some alternative solutions/workarounds:

    #1 Use a Shortcut with options with triggers to add tags based on their response. This is what the shortcut could look like:

    Then you would create 3 triggers (one for each response type) like this:

    You can then easily find all the chats that are good, neutral, or bad using the chat tag.

    #2 Use a Shortcut to send a link to an external CSAT/survey tool: some customers choose to send a Google Form, Wufoo, SurveyMonkey form via a shortcut instead of using the CSAT functionality. This would require the agents to use the shortcut at the end of the each chat.

    Hope that helps!



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