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Measuring success


Analyzing the metrics that matter to improve customer support

What's my plan? Using Explore, you can analyze your customer service experience to identify areas ...

Edited Jan 22, 2025

4 votes  ·  0 comments

4

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0

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Managing your CSAT survey, channels, and rules

What's my plan? If you have activated the CSAT survey for customers, you can make changes for CSAT as needed. You c...

Edited Jan 03, 2025

2 votes  ·  9 comments

2

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9

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Sending a CSAT survey to your customers

What's my plan? A customer satisfaction, or CSAT, survey encourages your customers to provide feedback ...

Edited Oct 16, 2024

5 votes  ·  71 comments

5

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71

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About SLA policies and how they work

What's my plan? Quick Look: Admin Center > Objects and rules > Business rules >...

Edited Aug 26, 2024

1 vote  ·  16 comments

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16

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Defining SLA policies

What's my plan? Quick Look: Admin Center > Objects and rules > Business rules >...

Edited Dec 23, 2024

17 votes  ·  122 comments

17

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122

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Customizing your SLAs with advanced settings

What's my plan? Quick Look: Admin Center > Objects and rules > Business rules > Service level agreements A ser...

Edited Nov 13, 2024

2 votes  ·  21 comments

2

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21

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Defining group SLA policies for internal teams

What's my plan? Quick Look: Admin Center > Objects and rules > Business rules > ...

Edited Jun 21, 2024

1 vote  ·  30 comments

1

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30

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Defining OLA policies using internal SLAs and child ticket side conversations

What's my plan? Quick Look: Admin Center > Objects and rules > Business rules >...

Edited Jul 19, 2024

2 votes  ·  11 comments

2

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Viewing and understanding SLA targets

What's my plan? A service level agreement (SLA) is a policy you define that specifies and measures the resp...

Edited Aug 26, 2024

17 votes  ·  29 comments

17

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29

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Ordering SLA policies

What's my plan? Quick Look: Admin Center > Objects and rules > Business rules > ...

Edited Jun 21, 2024

0 votes  ·  2 comments

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2

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Managing SLA policies

What's my plan? Quick Look: Admin Center > Objects and rules > Business rules > ...

Edited Jun 21, 2024

0 votes  ·  2 comments

0

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2

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Using SLA policies

What's my plan? Quick Look: Admin Center > Objects and rules > Business rules > ...

Edited Jun 21, 2024

1 vote  ·  2 comments

1

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2

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Analyzing your Support ticket activity and agent performance

What's my plan? Zendesk Explore features a prebuilt dashboard to help you monitor many details about y...

Edited Jun 21, 2024

2 votes  ·  28 comments

2

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28

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CSAT resources

Customer satisfaction ratings, or CSAT, are a way for your customers to provide feedback about their experience in Ze...

Edited Jan 15, 2025

2 votes  ·  5 comments

2

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5

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Enabling legacy CSAT (customer satisfaction) ratings

What's my plan? This article describes the legacy CSAT option. The updated CSAT option lets you custom...

Edited Oct 16, 2024

4 votes  ·  81 comments

4

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81

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Analyzing your ticket backlog history with Explore

What's my plan? Your ticket backlog is a snapshot of your unsolved tickets at the end of any given date ...

Edited Jun 21, 2024

1 vote  ·  29 comments

1

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29

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Using the legacy Reporting Overview

Note: If your plan includes Zendesk Explore, the Overview, Leaderboard, and Satisfaction tabs are removed...

Edited Nov 03, 2023

40 votes  ·  12 comments

40

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12

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Exporting ticket, user, or organization data from your account

What's my plan? Quick Look: Admin Center > Account > Tools > Reports You can export account data such as ticke...

Edited Sep 11, 2024

25 votes  ·  77 comments

25

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77

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Restricting account data exports

What's my plan? Quick Look: Admin Center > Account > Tools > Reports If the ability to export account data has b...

Edited Oct 30, 2024

2 votes  ·  3 comments

2

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3

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Understanding ticket reply time

What's my plan? When you use Zendesk to support customers, a question that people commonl...

Edited Aug 15, 2024

27 votes  ·  66 comments

27

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66

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About the CSAT (Customer Satisfaction) user experience for email and messaging

What's my plan? Your customers can provide feedback about their support experience by rating their solved tickets. ...

Edited Jan 23, 2025

62 votes  ·  126 comments

62

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126

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Working with satisfaction reasons

What's my plan? CSAT (customer satisfaction) rating surveys allow you to measure ...

Edited Nov 14, 2024

6 votes  ·  19 comments

6

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19

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Viewing your CSAT (Customer Satisfaction) score and ratings

What's my plan? If you've enabled the customer satisfaction (CSAT) survey, you can view d...

Edited Oct 15, 2024

19 votes  ·  46 comments

19

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46

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Displaying your last 100 satisfaction ratings

What's my plan? Displaying your last 100 customer satisfaction ratings is more advanced to set up than using ...

Edited Jun 21, 2024

3 votes  ·  7 comments

3

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7

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SLA resources

Service Level Agreements, or SLAs, are agreed upon measures of the average response and resolution times that your su...

Edited Jul 22, 2024

6 votes  ·  10 comments

6

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10

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Measuring customer satisfaction with the Zendesk Benchmark

What's my plan? The Zendesk Benchmark is one of the easiest ways to measure customer satisfaction. You can compare ...

Edited Jun 21, 2024

3 votes  ·  12 comments

3

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12

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Customizing when your customer satisfaction (CSAT) survey is sent

What's my plan? When you enable customer satisfaction, it’s set up by default to send a customer satisfaction survey...

Edited Jan 15, 2025

28 votes  ·  109 comments

28

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109

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