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Customizable CSAT
Posted Oct 17, 2024
Dear Zendesk Product Team,
We would like to share our suggestions for enhancing the customizable CSAT.
Our aim is to incorporate dynamic content in the CSAT triggered messages. In addition to the standard text "Как прошел чат?" we propose utilizing dynamic content such as {dc.custom_csat}, which includes variations like "How was your chat? Как прошел чат? Чат қалай өтті?" The responses would be limited to emojis (thumbs up and thumbs down).
The new "Customizable CSAT" functionality isn't working for us due to the requirement to open in a new window.
During testing, many colleagues experienced issues with long loading times for the answers, which hindered access.
We would find it more suitable if the answers could be displayed within the chat itself, similar to the current CSAT format shown in the screenshot above.
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2 comments
Shawna James
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
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Tetiana Gron
Hey Zhansaya! Thank you so much for taking the time to provide us with your feedback. I understand the request; however, at this time, we are not able to commit to prioritizing it. We plan to focus solely on evolving the new CSAT and to allow rating closed tickets. Unfortunately, the old implementation cannot support this, as customers reply within the conversation.
Could you please provide more details on why opening a new window doesn't work for you?
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