이메일 및 메시징의 CSAT(고객 만족도) 사용자 경험에 대한 정보

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Elizabeth Williams

Zendesk Documentation Team

2025년 3월 20일에 편집됨

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      Adrian

      Hello 1263082351589 ,

      Do you have any workaround or solution to be able to send the CSAT and collect answers when the ticket is closed (and not solved)? 
      See my comments from March the 7th.

      Thanks!

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      Shawna

      Good morning, 

      When we were using Legacy CSAT, we had it set to not email any ticket that was closed under Legal. Now surveys are going to those ticket requesters. I know there is a way to write a trigger to prevent the csat going from select categories, I am unsure why when we went to the new 5 response csat, the trigger stopped working? 

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      Tetiana Gron

      7615185012890 you can use customizable CSAT. See Sending a CSAT survey to your customers.
      Max, thank you!  I'll bring feedback to my team. 

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      Tetiana Gron

      1265213673789 you can see comment and answer to open ended question in the ticket events. See Viewing-your-CSAT-Customer Satisfaction score and ratings

      1902837939144 you can set up CSAT for Messaging once the ticket is solved. See Managing your CSAT survey channels and rules.

      5850992512794 you can use {{satisfaction.survey_section}}. See Managing your CSAT survey channels and rules.

      7988281108250 you can send CSAT survey once the ticket is solved in Messaging. See Managing your CSAT survey channels and rules. If you use end session feature, you should update your trigger according to this article Recipe Sending a CSAT survey when a messaging session ends

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      Max

      hello 1263082351589 

      is it possible to modify the button text ? in french it doesn't fit in and it shows only half the word..

      "Noter votre expérien" instead of "Noter votre expérience"

      Thank you

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      Sheetal Dubey

      Currently, we are using legacy CSAT. Once the user clicks on hyperlink, it opens the URL for rating and shows question in ss below. Is there any way we can edit/ modify this question? 

      If yes, how to do that?

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      annaelle.sabban

      I have a trigger that closes a messaging ticket when it's solved. It seems the CSAT Messaging is not triggering because of this. Like Abbey asked, is there a way to send an email CSAT as well for Messaging?

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      Robin Adaikkala

      Hello team,

      As we transition to Zendesk, we’d like to migrate our CSAT process which we used in our previous tool. Previously, we faced low customer adoption for CSAT, so to boost responses, we started using a canned response whenever we closed a ticket. This response included a CSAT placeholder, making it easier for customers to provide feedback.

      Here’s how the process worked:

      1. Canned Response Setup – A predefined response was configured with a CSAT placeholder.

      2. Final Email to Customer – The canned response was used in the last email before closing the ticket. When sent, the placeholder dynamically fetched CSAT buttons for customers to submit their feedback.

      3. When a customer clicked on one of the CSAT buttons, they were directed to submit their response and the page looks like this

      So, team is there a way how we can embed this as a placeholder in an email?

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      Abbey

      Hey! Are we able to have the satisfaction rating triggered in messaging as well as having it come through email once solved? Or does it have to be one or the other? 

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      Shikin Liam

      Hi there,

      I’d like to clarify—when an end-user rates "Bad" (-ve), they are required to select a reason from a dropdown menu. However, I can only see the reason/comments as per screenshot.

       

      Where can I access the selected reasons? Let me know, thanks!


       

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