Troubleshooting Zendesk Satisfaction Surveys
Why are my satisfaction surveys not being sent in Zendesk?
If your satisfaction surveys aren't being sent, it might be due to automation settings.
To troubleshoot, first ensure that the option to allow customers to rate tickets is checked under Admin Center > People > Configuration > End users > Satisfaction tab. Then, verify that the 'Request Customer Satisfaction Rating' automation is enabled in Admin Center > Objects and rules > Business rules > Automations. Make sure this automation runs before the 'Close ticket 4 days after status is set to solved' automation by checking the time conditions. Also, ensure the correct conditions and actions are set in the automation. For more details, visit theZendesk support article.
More related questions
Can CSAT surveys be sent for closed tickets in Zendesk?
CSAT surveys cannot be sent for closed tickets in Zendesk. The automation for sending customer satisfaction surveys only triggers when a ticket is in the 'Solved' status. Once a ticket is closed, it is locked and cannot be reopened or updated,…
How can I ensure CSAT surveys are sent for all solved tickets?
To ensure CSAT surveys are sent for all solved tickets, check your automation settings. Make sure the 'Request Customer Satisfaction Rating' automation is active and correctly configured. This includes setting the condition 'Ticket: Satisfaction |…
Do I need a trigger to send CSAT surveys in Zendesk?
You don't need a trigger to send CSAT surveys in Zendesk; automations are used instead. The customer satisfaction survey is sent through an automation, not a trigger. Ensure that the 'Request Customer Satisfaction Rating' automation is enabled and…
Can users respond to CSAT surveys after a ticket is closed?
Users cannot respond to CSAT surveys once a ticket is closed in Zendesk. Closed tickets are locked and cannot be reopened or updated, which includes responding to surveys. Ensure that users complete the survey while the ticket is still in the…
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