Li Xia

One idea is to make a browser plugin that executes some JS when called upon.

As others have mentioned, the new CSAT feature is a step in the right direction but is limited in functionality.

For those looking for highly customizable CSAT surveys for Zendesk, checkout the Sondar CSAT add-on from the Zendesk marketplace.  

Here are the benefits: Add CSAT, CES, NPS surveys to resolved ticket emails

• Customize surveys for more relevant feedback AI that unlocks actionable insights
• Style surveys to match your brand
• When a customer leaves a positive response, prompt them to leave a online review.
• Comprehensive dashboards & reports

Multilingual doesn't appear to be supported currently.

Zachary Hanes Looks that way Zachary. Follow on questions are shown when the rating given is NEGATIVE. You have the choice of asking 1 x multi-choice and / or 1 x open text follow on question.

For more customizable CSAT survey option with flexible follow on questions, take a look at the Sondar CSAT survey add-on in the Zendesk marketplace.

Luke Aleo One option is to add some margin to either button with CSS.

Martina Moring Not with the built in CSAT feature, as its fairly basic. For this feature, you will need to install a CSAT add-on like Sondar that lets you show a Call To Action on the thank you page of the survey. 

With Sondar, you can customize the CTA based on the sentiment of the rating. i.e. Show a “Leave a review” CTA when CSAT is positive or “Book a Call” if its negative. 

Sondar is a Zendesk partner and the add-on is available from the Zendesk marketplace. 

VVV Thank you page customers see after completing the survey with a CTA VVV

VVV Customizing CTA options in Sondar VVV

It sounds like you’re trying to link to a specific Category page in your Help Center, but the URL format might not be quite right. Here’s how you can find the correct URL for your categories.

Go to Your Help Center Admin Panel:
In the Help Center, click on the “Arrange content” tab in the sidebar. 
Click on the topic (i.e. category) you want to link to.
 

When you click on the topic, your browser will take you to the topic page, and the URL in your browser’s address bar will be the direct link to that topic. It will typically follow this format:

https://[yourdomain].zendesk.com/hc/en-us/categories/[TopicID]-[TopicName]

Zendesk doesn’t provide a direct API or App Framework function to close ticket tabs within the agent workspace UI. The App Framework allows you to modify ticket data or perform backend actions, but manipulating the actual agent interface (like closing tabs) isn’t supported out of the box.

Kimberly Fernandez When the end user clicks a rating link in the survey email, their rating is saved, and the ticket opens up with an option to leave a comment if they want to share more feedback.

If you’ve enabled satisfaction reasons, users who choose “Bad, I’m unsatisfied” will see a dropdown menu where they can pick a reason for their negative rating.

https://support.zendesk.com/hc/en-us/articles/4408886173338-About-CSAT-Customer-Satisfaction-ratings-in-Zendesk-Support

Andy M. In your case, the fact that agents can’t take part in the CSAT rating system by default is definitely a bit tricky. You might need to look towards some third-party tools to make it work. 

Here are some options
Sondar (I'm the founder so happy to answer any questions)
Surveypal
Nicereply