Understanding CSAT Surveys in Zendesk Messaging
How does the CSAT survey work in Zendesk messaging?
The CSAT survey in Zendesk messaging is triggered when a ticket is marked as Solved. This allows customers to provide feedback on their support experience. The survey includes a rating option and, in some cases, a comment section.
When a customer interaction through the Web Widget, mobile SDK, or social messaging channel results in a ticket being marked as Solved, a CSAT survey is sent. Customers can rate their experience as Good or Bad, and optionally leave a comment. The survey is localized based on the customer's location data. Note that if a conversation ends without creating a ticket, no survey is sent. For more details, check out theoriginal article.
More related questions
Can I customize the CSAT survey text in Zendesk messaging?
Currently, the CSAT survey text in Zendesk messaging cannot be customized. This is a limitation of the system. The survey text is standardized and cannot be altered by users or agents. This means that the wording of the survey questions and…
How can I disable CSAT surveys in Zendesk messaging?
To disable CSAT surveys in Zendesk messaging, you need to deactivate the associated trigger for each channel. For web and mobile messaging, deactivate the trigger named 'Request customer satisfaction rating (messaging)'. For social messaging,…
What happens if a customer ignores the CSAT survey in Zendesk messaging?
If a customer ignores the CSAT survey and responds in the composer, the ticket will reopen if it was marked as Solved. If the ticket is Closed, the conversation bot will initiate the re-greeting flow. It's important to note that if a ticket is…
Can CSAT surveys be sent multiple times for the same ticket in Zendesk messaging?
Yes, CSAT surveys can be sent multiple times for the same ticket if it is reopened and then marked as Solved again. When a ticket is reopened, a new CSAT survey is triggered once the ticket is marked as Solved again. This means that any new CSAT…
How is CSAT data collected in Zendesk messaging?
CSAT data in Zendesk messaging is collected on the last active channel and is localized in the standard Zendesk languages. If a conversation moves from messaging to another channel, like email, the CSAT survey will be collected through that…
What are the limitations of CSAT functionality in Zendesk messaging?
CSAT functionality in Zendesk messaging has several limitations, including non-configurable question text and the inability for agents to manually launch surveys. The survey can only be sent when a ticket is marked as Solved, unless the default…
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