Creating Bad CSAT Triggers in Zendesk
How do I create triggers for bad CSAT ratings in Zendesk?
Creating triggers for bad CSAT ratings helps address customer dissatisfaction promptly. In Admin Center, navigate to 'Objects and rules', then 'Business rules', and select 'Triggers'. For tickets without comments, name the trigger 'Bad without comment' and set conditions like 'Ticket>Status category>Less than>Solved' and 'Ticket>Satisfaction>is>Bad'. For tickets with comments, name it 'Bad with comment' and adjust conditions accordingly. Add actions to tag these tickets for easy identification. This process ensures that tickets with poor satisfaction ratings are escalated for quick resolution.
More related questions
How can I create an Escalations group in Zendesk?
Creating an Escalations group in Zendesk is the first step to managing escalated tickets effectively. To create this group, navigate to the Admin Center and click on 'People' in the sidebar. Then, select 'Team' followed by 'Groups'. Click on 'Add…
What are escalation triggers and how do I set them up?
Escalation triggers help manage tickets based on specific conditions, such as the language used by the requester. To set them up, go to Admin Center, click 'Objects and rules', then 'Business rules', and select 'Triggers'. Click 'Add trigger', name…
What is the purpose of the agent touch trigger in Zendesk?
The agent touch trigger in Zendesk is designed to escalate tickets that have had more than three interactions with the same requester. This is important because customer satisfaction tends to drop after multiple interactions. To set this up, go to…
How can I create a view for my Escalations group in Zendesk?
Creating a view for your Escalations group allows agents to easily identify tickets that need urgent attention. In Admin Center, click 'Workspaces', then 'Agent tools', and select 'Views'. Click 'Add view', name it 'Escalations', and choose which…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
