Receiving False Bad Satisfaction Ratings in Zendesk
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 scripts click on the links in your customer satisfaction (CSAT) survey emails, they can inadvertently register a bad satisfaction response.
To mitigate this issue, you can enable DKIM and SPF records, which help prevent links from being scanned. Additionally, you can modify your survey automation to exclude direct response links or create a custom satisfaction survey using the Satisfaction Rating Endpoint. For more details, visit theoriginal Zendesk article.
More related questions
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…
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…
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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