Troubleshooting Zendesk Satisfaction Survey Issues
Why can't I send a satisfaction survey to some Zendesk users?
If you can't send a satisfaction survey to some users, it's likely because their email address isn't included in their user profile. This is common when interactions occur on platforms like social media, where email addresses aren't always available. Ensuring email addresses are collected and added to profiles is essential for sending surveys.
More related questions
How can I enable customer satisfaction ratings in Zendesk?
To gauge customer happiness, you can enable customer satisfaction ratings for resolved tickets and live chats. For live chat sessions, the rating prompt appears directly in the chat window. For resolved tickets, a survey is sent to the end user's…
What is required to send a customer satisfaction survey in Zendesk?
To send a customer satisfaction survey, you need the end user's email address in their profile. This is crucial for sending surveys after resolving tickets or voice channel interactions. Without the email, such as when interacting on social media,…
Can I collect satisfaction ratings for live chat sessions in Zendesk?
Yes, you can collect satisfaction ratings for live chat sessions in Zendesk. The rating prompt is conveniently included in the chat window, allowing users to provide feedback immediately after their chat session. This feature helps you quickly…
How do I enable customer satisfaction ratings for voice channel support in Zendesk?
To enable customer satisfaction ratings for voice channel support, ensure the end user's email is in their profile. After a call ends and the ticket is resolved, a survey email is sent to gather feedback. This process helps you understand customer…
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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?”
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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