CSAT Impact with Live Chat Style in Zendesk
What happens to CSAT when using the live chat conversational style?
Using the live chat conversational style in Zendesk can affect CSAT recording.
Since the trigger automatically closes the ticket once it is set to 'Solved', CSAT (Customer Satisfaction) surveys will not be offered or recorded. If capturing CSAT is important for your use case, consider using the 'Live chat with a returning customer' conversational style. This alternative allows a gap between solving and closing a ticket, giving users a chance to provide feedback before the ticket is closed.
More related questions
How do I configure the live chat conversational style in Zendesk?
To configure the live chat conversational style in Zendesk, you need to create a trigger that changes the status of solved messaging tickets to closed. Start by navigating to the Admin Center, then click on 'Objects and rules' in the sidebar and…
What are the conditions needed to create a live chat trigger in Zendesk?
To create a live chat trigger in Zendesk, you need to set specific conditions. When setting up your trigger, you should configure two main conditions: the ticket's status category should be 'Solved', and the ticket's channel should be 'Messaging'….
Can I organize my triggers in Zendesk?
Yes, you can organize your triggers in Zendesk to keep them well-structured. When creating a new trigger, you have the option to create a category that groups similar types of triggers. This organizational feature helps you manage and locate your…
How can I apply the live chat style to specific ticket types in Zendesk?
To apply the live chat conversational style to specific ticket types in Zendesk, you need to add additional conditions to your trigger. When setting up your trigger, besides the basic conditions of 'Solved' status and 'Messaging' channel, you can…
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.
