Yes, CSAT surveys in Zendesk Support can be customized. You can adjust the timing of when the survey is sent, such as sending it immediately after a ticket is solved or at a different time interval.
Additionally, you can use business rules to selectively send surveys based on specific ticket conditions. This flexibility allows you to tailor the survey process to better align with your customer service strategy.
CSAT ratings in Zendesk Support allow customers to provide feedback on their support experience by rating solved tickets. After a ticket is marked as solved, a survey is sent to the customer 24 hours later, asking for a simple positive or negative…
Yes, customers can rate their Zendesk Support tickets without logging in. When they receive a CSAT survey request via email, they can click the rating link directly from the email to submit their feedback. This process is designed to be convenient…
End users can change their CSAT rating in Zendesk by clicking the emailed survey link again or by accessing the ticket through the My activities page in the help center. They can resubmit their response until the ticket is closed. This flexibility…
If a customer doesn't add a comment to their CSAT rating, their initial rating is recorded as their final rating after one hour. This delay allows customers time to review their ticket and decide if they want to provide additional feedback. The…
CSAT survey requests in Zendesk Support are sent via a system-generated automation called 'Request customer satisfaction rating.' By default, this automation sends the survey email 24 hours after a ticket is marked as solved. The email includes a…
Agents receive CSAT feedback in Zendesk through their dashboard, which displays the number of good and bad ratings for the week, as well as the overall satisfaction rating for the past 60 days. This feedback helps agents understand their…
End users cannot opt out of receiving CSAT survey requests in Zendesk, and the satisfaction rating is per ticket, not per customer. This means each solved ticket generates a survey request. Once a ticket is closed, the survey link becomes inactive….