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CSAT placeholder

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Vityria Vongsisca

已于 2024年11月01日 发布

I created trigger to send survey to our customer. I prefer to use {{satisfaction.rating_section}} because the "Good, I'm satisfied" button comes first, followed by "Bad, I'm not satisfied" button. However, this placeholder didn't work few months back (the URL leads to empty page). So I used {{satisfaction.survey_section}}.

 

Today, I tried again and {{satisfaction.rating_section}} works. Is there any change on Zendesk API that causing this placeholder didn't work for last few months and it works now? Are there any changes done by Zendesk team on this placeholder? 

 

I'm asking because I want to make sure placeholder {{satisfaction.rating_section}} always works so my customers can give feedback. I don't want them to clik on URL and taken to empty page, it will look very bad for our service.

 

Note: I know there is recent update on CSAT API, but it's for placeholder {{satisfaction.survey_section}}. My question is about placeholder {{satisfaction.rating_section}}.

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    Silvia hernandez

    We are experiencing the same issue. I contacted our sales rep as the agent was unable to help us. Were you able to solve it? thanks! 

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    Silvia hernandez

    where is my post?

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    Silvia hernandez

    Same issue here. Were you able to figure out? Thanks!

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    Liia

    Good day!

    Having the same issues or similar. Please advise

    From these 3 placeholders, only 1 works:
    {{satisfaction.rating_url}} -  works in the email, but when following the link - 403 error https://i.imgur.com/WoiZL7W.png


    {{satisfaction.rating_section}} - works in the email, but when following the link - 403 error https://i.imgur.com/WoiZL7W.png

    {{satisfaction.survey_section}} - this one works perfectly

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    Jakub

    Zendesk Customer Care

    Hello,
     
    satisfaction.rating_section is the placeholder for the old csat experience (Good/Bad).
     
    If you activated new experience with scale, the placeholder that needs to be used is satisfaction.survey_section.

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    Vityria Vongsisca

    I am currently using place holder {{satisfaction.rating_section}} and I'm not activating new experience with scale because on New experience with scale, the Sad face comes before the happy face. This will lead to more negative feedback.

     

    Currently {{satisfaction.rating_section}} works well and I hope it will always works.

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