Modify Zendesk Survey Automation to Avoid False Ratings
How do I modify Zendesk survey automation to avoid false ratings?
To modify Zendesk survey automation and avoid false ratings, you need to change the way response links are included in your survey emails. Instead of using direct response links, you can use a placeholder that directs customers to a separate page to submit their ratings.
In the Admin Center, navigate to the Automations page, find the 'Request customer satisfaction rating' automation, and edit it. Replace the {{satisfaction.ratingsection}} placeholder with {{satisfaction.ratingurl}} in the Email body section. This change helps prevent link expanders from automatically registering false ratings.
More related questions
Why am I receiving false bad satisfaction ratings in Zendesk?
False bad satisfaction ratings in Zendesk are often caused by link expanders. These programs, which may be installed on your customers' computers or running on their mail servers, open links in emails to check for malicious content. When these…
How can I prevent false bad ratings in Zendesk surveys?
To prevent false bad ratings in Zendesk surveys, you can modify your survey automation or create a custom survey. By default, Zendesk's survey automation includes direct response links, which can be clicked by link expanders, causing false ratings….
What are DKIM and SPF, and how do they help with Zendesk surveys?
DKIM (DomainKeys Identified Mail) and SPF (Sender Policy Framework) are email authentication protocols that help ensure the legitimacy of your emails. By enabling these protocols, you can reduce the likelihood of your Zendesk survey emails being…
Can I create a custom satisfaction survey in Zendesk?
Yes, you can create a custom satisfaction survey in Zendesk using the Satisfaction Rating Endpoint. This approach is ideal if you're comfortable with writing custom code and want to have more control over the survey process. By creating a custom…
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