CSAT For Talk
回答済みAccording to our rep, CSAT for live phone calls isn't currently supported, leaving a potential blind spot in our CSAT reporting. Other than the rep asking if we've resolved their concern, we are not currently measuring CSAT on calls, but I think it would be a neat feature to be able to 'toggle' survey sampling in the Talk settings ("Enable CSAT?"). We could then prompt users in the greeting to stay on the line for a 2 question survey after the call to leave feedback. (Are you satisfied? Press 1 for yes 2 for no. Would you like to leave additional feedback? Press 1 for yes 2 for no.) I could see this as being a nice compliment to the Talk product!
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Are there any integrated CSAT apps that provide an in phone CSAT survey solution?
It's very surprising that Zendesk doesn't have this feature when Freshdesk does.
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Chiming in here as well. (editing after seeing you are a moderator and not a Zendesk employee, my apologies)
Brandon Tidd could you help me pinpoint the automation/trigger recipe discussed in this thread that would ensure that once a Talk ticket has been closed, if the client's contact contains an email address, our Survey Automation would be triggered to send out a email survey?
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Hey Forrest Gamba -
No worries! Confirming that the telephonic survey is not currently an option for Zendesk Talk, but can be implemented with 3rd party Talk Partners. Alternatively, the c-sat for email would work once the ticket is solved. It can be enabled under end-user configuration in the admin center, at which point the automation will appear under business rules. The requirement is that the user profile has both the phone number and email tied to it. Hope this helps!
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Brandon Tidd
Thank you for getting back to me so quickly!I have the "allow customers to rate tickets" box checked under End Users.
I've attached here a screenshot of the survey Automation as it stands. I believe if I removed the sections I highlighted then that should allow Phone Call tickets with end users that have an email added to begin receiving surveys, yeah?
Thank you again for your help here!
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That sounds about right! As with any change I would recommend testing with a fake end-user first.
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Unfortunately I did not have success with the changes above. I've yet to have a survey be filled out after a phone call only. We have to have continued the ticket on email for this to occur.
Any suggestions for what the automation would need to look like to ensure it sends out the survey would be very much appreciated.
Sean Chuang I see you've added an official comment to this thread saying that emails can be sent out as survey's after a phone call. Can you please direct me to where I can find updated specific instructions about how to do this in Automations and Triggers? I attempted to just remove restrictions from my current automation as shown in my screenshot but that did not have the desired effect. When we speak with clients our first step is to get their email so most of our end users who call have both Email listed with a phone number so this would be the best solution for us.
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Hi Forrest,
You can create a new CSAT automation intended for Talk tickets. Clone the automation "Request customer satisfaction rating (System Automation)". Remove the condition"Privacy > Is > Ticket has public comments"and then add the condition"Channel Is Phone call (incoming)". This automation will not require adding a public comment in the ticket to work.
Thanks,
Christine
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Hi Christine thank you for responding to me. I inherited this Zendesk instance and it appears the previous admin made changes to the original automation recipe as "Privacy > Is > Ticket has public comments" is not a part of it.
Here is what we currently have in use. If you can send an example of what the default automation should look like? I pull up the one listed in this article but it also does not have that condition so I'm concerned it maybe out of date. About the Support default automations – Zendesk help. I am also not seeing an option to specifically clone the automation so if you could point out where that option lives I'd very much appreciate it!
Thank you!!!!
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