Hello Zendesk Community peoples,

We've recently swapped our CSAT surveyor from a third-party service to the Zendesk feature. While this has proven useful, it has come with one challenge. Some of our teams play the "middleman" - the initial point of contact from our customer -> our internal team that is able to solve the problem. This means all our escalations do not return a CSAT result for the initial contact.

As it stands, one team has a significantly lower CSAT response rate than our other teams, as a good chunk of their contacts are escalations to another team.

I was wondering how others had worked with Zendesk's CSAT tool to allow for surveys to be submitted for agents who escalate tickets to another team.

We'd prefer to not have to 'create' a new ticket that gets escalated as that can create a lot of other problems.

Thanks!