What is the Customizable CSAT EAP? 

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40 Comentarios

  • Comentario oficial
    Tetiana Gron
    Zendesk Product Manager

    Hi everybody,

    I would like to share an update regarding the rollout of our much-anticipated CSAT EAP. Regrettably, due to certain unforeseen circumstances, the rollout has been postpone to mid-November. We’re working diligently to optimize this feature.

    Thank you for your patience and understanding.

  • Lydia Forsyth

    With this EAP, will we be able to tailor CSAT questions by Zendesk groups? 

    0
  • Scott Dinner

    Does the same limitation noted in this article apply that agents cannot rate tickets? For instance, if we have a use case where Full Agents and/or Light Agents submit tickets and they go to fill out a CSAT survey they will not have access?

    0
  • Annie Baker

    I'm excited to see changes coming to CSAT but is there a plan to remove the feedback from the agents view? 

    2
  • Tetiana Gron
    Zendesk Product Manager

    Hi everyone, 

    Lydia Forsyth You can only set up one CSAT survey per Zendesk account, so it won't be possible to configure one for each group.

    Scott Dinner Unfortunately, this limitation will be in our CSAT for a while. We may explore a solution that would allow an agent-requestor to rate the ticket at a later time.

    Annie Baker do you mean to be able to hide feedback from agents in the ticket view?  

    0
  • Jay Krishnan

    Will this upgrade also provide ability to ask more than one question in the CSAT survey or will it be still limited to a single question?

    2
  • Anna Salmi

    Can CSAT language be modified with dynamic content in this EAP? And for the report in Explore, does it include only the information about good/bad scale or are the results reported also by the selected scale (e.g. 1-5)?

    1
  • Tetiana Gron
    Zendesk Product Manager

    Jay Krishnan, multiple questions are on our long-term roadmap, they are not part of this EAP. EAP includes the same number of questions as the current CSAT experience: CSAT question, dropdown-reasoning question, and open-ended question. 

    Anna Salmi, dynamic content will be available in few weeks as a part of EAP. Explore will include only Good/Bad reporting, the actual selection won't be reported for now but it will be available later. 

    0
  • Phil Andrews

    This looks like a great step forward here! 

    Is it on the roadmap at any point to bring this for Messaging channel too? 

    0
  • Dan R.
    Community Moderator
    Zendesk Luminary

    When mapping the 1-5 response to the good/bad scale, where does a 3 fall? Our team considers 3 a negative score, but others may consider it neutral or positive.

    0
  • Tetiana Gron
    Zendesk Product Manager

    Phil Andrews yes, CSAT will be available for Messaging channels later. 

    Dan R. 3 is a negative score. Depending on feedback, we might allow admins to configure mapping.

    0
  • Amie

    Hey Tetiana Gron

    Is there any update as to when my 2 accounts will be added to this EAP? I'm a ZD implementation partner and very keen to try this out on behalf of some of my customers who'd also like to try it as well. I've already submitted the requests for my 2 accounts but haven't received any news they've been added yet. 

    Are you able to follow up on this for me? :)

    0
  • Kirill Akimov

    Hi Tetiana Gron,

    Is there any news about rolling out EAP? I filled the form but didn't get any reply so far.

    Highly appreciate it if you follow up on this.

    1
  • Tetiana Gron
    Zendesk Product Manager

    Hi Kirill Akimov,

    We are still working on finalizing the CSAT EAP. Once the feature is rolled out to your account, you will get an email. 

    0
  • JP

    I'm trying to activate the functionality and the message below continues to appear

    0
  • Patrimonio Nacional - Venta de entradas
    Zendesk Luminary

    Hello Tetiana Gron

    Are there any updates on the roll out date for this EAP? 

    Thank you in advance, 

     

    Carlota Bergillos

    Fever Project Manager

    0
  • Amie

    Hey Everyone, 

    I got an email last week that the EAP has been added to my account so it looks like it's open now. It looks like it's slowly rolling out to those who've signed up for the EAP. I'm sure Tetiana will correct me if I'm wrong/ provide a further update. Hang tight, it won't be far away from being on your account. :)

    Hope this helps. 

    Best,

    Amie

    1
  • Tetiana Gron
    Zendesk Product Manager

    Hi Patrimonio Nacional - Venta de entradas,

    Yes, we are doing slow rollout. 

    0
  • Tannia R.

    Hello team,

    Following up on this answer. Do you have an ETA for the availability of the actual selection within the available scale? We really need a score on 5 for high level reporting. Else, is there a way to have a workaround? I'm assuming this information is fetched somewhere, so if we can extract it to exploit it in our own BI tools it can be acceptable in the meantime.

    Many thanks in advance,
    Tannia


    0
  • Jim Uomini

    When I click on the survey link in the notification, I get an error saying the survey is no longer available.

    Thanks, Jim

    0
  • Tetiana Gron
    Zendesk Product Manager

    Hi Jim,

    There are a few reasons that might cause this: You opened the survey for a ticket that was already closed; you are logged in as an agent in the browser; the CSAT is not available for agents to rate. 

    1
  • Tetiana Gron
    Zendesk Product Manager

    Hi Tannia R.,

    There will be an API when we make the feature publicly available around Q2 2024. 

    0
  • Jim Uomini

    Tetiana Gron It was the second reason. I pasted the link into a browser that wasn't already logged in and the survey opened. Thanks.

    0
  • Rich Cruz

    Hi Tetiana Gron. Glad to be part of the EAP. We would like to have additional feedback from customers:

    1) We would like to ask if the issue in the interaction was solved or not so we can get a customer-reported resolution rate. (Yes/No)

    2) In addition to the having additional details from customers who rate the interaction as negative, we would like to have additional details from customers who rate the interaction as positive via a drop down.

    Thank you.

    1
  • Nick

    Will this feature support custom questions? We want to measure NPS as well。

    0
  • James Pollard

    Are there plans to be able to report on the numerical value of the survey results?

    For example, it would be beneficial to know an average score of like 4.2 or 4.5 instead of just good or bad. We believe many customers would select 3 thinking it's a decent interaction instead of just a 'bad'. 

    1
  • Nizar Halaoui

    I have CSAT enabled for all channels (Mobile SDK, Web form, Email), after I enabled the new Customizable CSAT EAP, nothing changed, and all channels are still using the old one, do you know how to fix it?

    0
  • Deke Marquardt

    Hi! I second James Pollard 's request. Also, is there a way to have a multi-select option for the drop down items? It would be great to select multiple options for an example as shown below:

     

    1
  • Tetiana Gron
    Zendesk Product Manager

    Hi everyone,

    Rich Cruz and Nick we plan to add more questions in future but after we make the feature general available. 

    James Pollard there will be actual selection reporting in Explore and public API later. 

    Nizar Halaoui after CSAT is enabled we create a new automation, you need manually deactivate the old one. You can also update the old automation with the new placeholder {{satisfaction.survey_section}}.

    0
  • Kyohei Yanai

    Hi!

    How can I change CSAT survey email after change the scale to 1-5 in Admin Center?
    Our survey is still 1-2 scale. 

    You can update it or configure your own using {{satisfaction.survey_section}} placeholder.

    0

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