Understanding CSAT Ratings in Zendesk Support
How do CSAT ratings work in Zendesk Support?
CSAT ratings in Zendesk Support allow customers to provide feedback on their support experience by rating solved tickets. After a ticket is marked as solved, a survey is sent to the customer 24 hours later, asking for a simple positive or negative rating. Customers can also add comments if they wish.
The survey is designed to be quick and easy to maximize response rates. Customers can respond directly from the email without logging in, and their initial rating is saved for up to an hour to allow time for comments. Ratings can be changed until the ticket is closed. For more details, visit theoriginal link.
More related questions
Can customers rate Zendesk Support tickets without logging in?
Yes, customers can rate their Zendesk Support tickets without logging in. When they receive a CSAT survey request via email, they can click the rating link directly from the email to submit their feedback. This process is designed to be convenient…
How can end users change their CSAT rating in Zendesk?
End users can change their CSAT rating in Zendesk by clicking the emailed survey link again or by accessing the ticket through the My activities page in the help center. They can resubmit their response until the ticket is closed. This flexibility…
What happens if a customer doesn't add a comment to their CSAT rating?
If a customer doesn't add a comment to their CSAT rating, their initial rating is recorded as their final rating after one hour. This delay allows customers time to review their ticket and decide if they want to provide additional feedback. The…
How are CSAT survey requests sent in Zendesk Support?
CSAT survey requests in Zendesk Support are sent via a system-generated automation called 'Request customer satisfaction rating.' By default, this automation sends the survey email 24 hours after a ticket is marked as solved. The email includes a…
How do agents receive CSAT feedback in Zendesk?
Agents receive CSAT feedback in Zendesk through their dashboard, which displays the number of good and bad ratings for the week, as well as the overall satisfaction rating for the past 60 days. This feedback helps agents understand their…
Can CSAT surveys be customized in Zendesk Support?
Yes, CSAT surveys in Zendesk Support can be customized. You can adjust the timing of when the survey is sent, such as sending it immediately after a ticket is solved or at a different time interval. Additionally, you can use business rules to…
What are the rules for end users regarding CSAT surveys in Zendesk?
End users cannot opt out of receiving CSAT survey requests in Zendesk, and the satisfaction rating is per ticket, not per customer. This means each solved ticket generates a survey request. Once a ticket is closed, the survey link becomes inactive….
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