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reCAPTCHA on online satisfaction survey

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Mads Hansen

Posted Dec 07, 2021

We are experiencing that malware scanners and anti-virus software are submitting bad ratings, on behalf of the end-user, when scanning urls in the csat email links to the online customer satisfaction survey. 

I would suggest a feature, where we could add Google reCAPTCHA v3 to the customer satisfaction survey in order to prevent the accidental ratings.

Many agents do followups on bad ratings – and it makes us look foolish when the end-user say they didn't submit a rating.

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    Tetiana Gron

    Zendesk Product Manager

    Hey Mads, thank you for taking the time to provide us with this feedback. I apologize for the delay on our end in providing you with a response to your feature request.

    We've recently introduced an invisible CAPTCHA for all customer satisfaction requests. We are also running a CSAT Early Access Program (EAP) dedicated to the redesign of the CSAT experience. See Announcing Customizable CSAT Configuration EAP.

    We appreciate your feedback and thank you for being a valuable Zendesk Community member.

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