I have more than one question about satisfaction survey:
1- Is satisfaction survey sent to email address only or sent through twitter or Facebook DM if ticket requester opened ticket through them?
2- If it sent through twitter or Facebook DM, is link of survey redirect the requester to another page or the requester can rate in same page of DM?
Thank you in advance,
As far as I am aware the csat is email only
It is not possible for end-users to leave a satisfaction rating directly from Facebook or Twitter, however there are two alternatives that will allow the end-user to rate those tickets:
1. Access Guide using their social media authentication, where they can rate their tickets from My Activities within Help Center. For more information on this process, see Submitting and tracking support requests in Help Center (Guide Professional) to learn more about how end-user experience can manage their requests.
2. Add the user's email address to the profile, so satisfaction surveys can be sent via email.
More information can be found here https://support.zendesk.com/hc/en-us/articles/360000055888-Can-my-customers-give-a-satisfaction-rating-via-Facebook-and-Twitter-
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