Nick

Emre Iyidogan - I ended up disabling the new CSAT and reverted back to the old Legacy CSAT. Zendesk does not have this fully implemented for agents to quickly see their CSATs on their dashboard nor is actual reporting available and seems like its only available if we want to pay more money and upgrade our plan to include add-ons. I have noticed since reverting back to the Legacy CSAT that the agents can see their Good/Bad CSATs again from the agent home page, within the ticket at the top of the page and our user response rate has also increased. Hopefully Zendesk makes some changes to help resolve these pain points but until then, I will stick with using the legacy CSAT.

We need CSAT shown under the rating in a ticket like how it was with the Legacy CSAT. Also, we need agents to be able to see their good and bad CSAT reviews from their agent home screen. The extra steps to obtain this information is unnecessary. Zendesk should have never implemented this new CSAT feature without having everything figured out first. This has ruined the workflow for so many companies. 

Agreed with Max above. We need CSAT shown under the rating in a ticket like how it was with the Legacy CSAT. Also, we need agents to be able to see their good and bad CSAT reviews from their agent home screen. Lastly, we need a way to create reports to reflect the 1-5 rating. Zendesk should have never implemented this new CSAT feature without having everything figured out first. This has ruined the workflow for so many companies. 

Tetiana Gron it feels like you all went backwards on this making things harder for companies to track CSAT. You should not have rolled out a new CSAT method if it has limitations. Since opting in to using the new customizable CSAT, we can not run reports that show the 1-5 scale nor can agents see the total number of Good/Bad CSATs from Agent Home. This needs to be improved and fixed so we can utilize the new 1-5 rating scale, otherwise this update to Zendesk is not worth it and I wish we would not have opted in. PLEASE FIX THIS

Jennifer Rowe - we did activate the updated customizable CSAT feature and disabled the legacy CSAT feature but I do not see where we can get reporting for the 1-5 rating scale CSAT. Please help. Also reached out to support for help but no one is getting back to me. Thanks!

I am also trying to figure out how to get reporting for CSAT in the 1-5 scale, not just Good/Bad. Please help 

Salvador Vazquez any update on the CC views condition release for H1 2024? We are all anxiously awaiting this.

Hi Caroline Kello! It has been 4 months since the last message from you. Curious if you have any updates. We are dealing with this issue daily and its getting very tiresome. We need a solution to eliminate this issue in Support! PLEASE!

Thanks Caroline Kello! It has been months since the last time you mentioned having internal discussions about this. Meanwhile, the continued daily spam continues. I cant even create a trigger to help with this like your CS agents suggested. We need the ability to block IP addresses. Or even set up a trigger to mark tickets as spam and delete. Please get us a way to resolve the spam ASAP!!! Too many users have been reaching out to zendesk asking for this. We need it now! Cant wait another 3 months or longer.

Any updates Caroline Kello??? We are all very eager to hear an update from you on this. Its been months now. PLEASE