Customizing Satisfaction Surveys - Frequently asked questions
Frequently asked questions
How do I enable customer satisfaction surveys in Zendesk?
To enable customer satisfaction surveys in Zendesk, you need to access the Admin Center. First, click the People icon in the sidebar, then select Configuration > End users. After that, click the Satisfaction tab. Once enabled, a pre-built…
Can I customize the timing of customer satisfaction surveys in Zendesk?
Yes, you can customize the timing of customer satisfaction surveys in Zendesk. By default, surveys are sent 24 hours after a ticket is solved, but you can adjust this by editing the automation settings. This flexibility allows you to tailor the…
How can I customize the customer satisfaction email in Zendesk?
You can customize the customer satisfaction email in Zendesk using system placeholders and HTML. The default placeholder {{satisfaction.rating_section}} can be modified with custom HTML to change the appearance of the satisfaction section. However,…
Is it possible to send customer satisfaction surveys based on user tags in Zendesk?
Yes, you can send customer satisfaction surveys to specific user groups based on tags in Zendesk. For instance, if you want to exclude users tagged with 'partner' from receiving surveys, you can add a condition under the 'ALL' section in your…
Can I combine customer satisfaction surveys with other email notifications in Zendesk?
Yes, you can combine customer satisfaction surveys with other email notifications in Zendesk. To do this, deactivate the customer satisfaction automation and edit your 'solved' notification trigger to include the {{satisfaction.rating_section}}…
How can I handle multiple languages for customer satisfaction surveys in Zendesk?
Zendesk's customer satisfaction surveys are fully internationalized, meaning they can be sent in the language set in the requester's user profile. If no language is set, the survey defaults to your account's language. You can further customize the…
What should I consider when customizing customer satisfaction surveys in Zendesk?
When customizing customer satisfaction surveys in Zendesk, consider factors like email frequency and timing. Combining surveys with other emails might reduce response rates, and sending surveys too soon after solving a ticket could lead to negative…
Can I use custom HTML for customer satisfaction surveys in Zendesk?
Yes, you can use custom HTML to modify the customer satisfaction survey section in Zendesk emails. However, be aware that Zendesk does not support custom HTML or CSS, so any issues will need to be resolved independently or with community help….
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
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“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.”
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