Understanding CSAT Business Rules in Zendesk
What are the business rules for CSAT in Zendesk?
CSAT business rules in Zendesk are automations and triggers that manage how and when surveys are sent to end users.
For Zendesk Support, the automation 'Request customer satisfaction rating (System Automation)' sends a survey request email 24 hours after a ticket is solved. For web and mobile messaging, the trigger 'Request customer satisfaction rating (messaging)' fires immediately after a ticket is solved, presenting the survey in the messaging interface. These rules can be modified to suit your workflow, such as changing the timing or excluding certain tickets. For more information, see the originalZendesk help article.
More related questions
How do I enable customer satisfaction ratings (CSAT) in Zendesk?
To enable customer satisfaction ratings (CSAT) in Zendesk, you need to be an administrator. First, navigate to the Admin Center, click on 'People' in the sidebar, then select 'Configuration' > 'End users'. On the 'Satisfaction' tab, click 'Allow…
Can I customize the CSAT survey questions in Zendesk?
Unfortunately, you cannot customize the questions in the CSAT survey provided by Zendesk. The survey includes a standard rating component with Good and Bad options, and a comment section that appears if a rating is selected. If you need more…
How are CSAT surveys sent in Zendesk messaging?
In Zendesk messaging, CSAT surveys are sent immediately after a ticket is marked as solved. For web and mobile messaging, the trigger 'Request customer satisfaction rating (messaging)' presents the survey in the messaging interface. For social…
How can I exclude certain tickets from CSAT surveys in Zendesk?
You can exclude certain tickets from CSAT surveys by modifying the automation conditions in Zendesk. For example, you might not want surveys sent for tickets assigned to a specific group, from a certain organization, or containing specific tags. By…
What are CSAT placeholders in Zendesk Support emails?
CSAT placeholders in Zendesk Support emails are used to insert survey links and ratings into email notifications. The primary placeholder, {{satisfaction.rating_section}}, includes the rating question and answer links. Other placeholders like…
Can I disable CSAT surveys in Zendesk?
Yes, you can disable CSAT surveys in Zendesk by deactivating the relevant automations and triggers. If you use another service for CSAT, like NiceReply, you might want to disable Zendesk's default CSAT feature to avoid sending duplicate surveys….
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