Why Isn't My Ticket Survey Counted in CSAT Stats?
Why isn't my ticket survey being counted in the CSAT statistics?
If your ticket survey isn't being counted in the CSAT statistics, it might be due to a missing automation action. CSAT statistics in Explore reporting rely on the satisfaction offered or satisfaction unoffered field. If your CSAT automation doesn't include the action Ticket: Satisfaction | Offered, the survey won't be counted as sent. This can lead to skewed reporting and accidentally show a 100% response rate.
To resolve this, check your automations to ensure they include the necessary condition. For more detailed guidance, you can refer to the article: About CSAT (Customer Satisfaction) ratings in Zendesk Support.
More related questions
How can I ensure my CSAT surveys are counted in reports?
To ensure your CSAT surveys are counted in reports, verify that your automations include the correct actions. Specifically, the action Ticket: Satisfaction | Offered must be part of your CSAT automation. Without this, the survey won't be recognized…
What happens if the CSAT automation lacks the 'Satisfaction Offered' action?
If the CSAT automation lacks the 'Satisfaction Offered' action, the survey won't be counted as sent. This omission can lead to inaccurate reporting, such as showing a false 100% response rate. To prevent this, ensure your CSAT automation includes…
Why might my CSAT report show a 100% response rate?
A 100% response rate in your CSAT report might be due to missing automation actions. If the action Ticket: Satisfaction | Offered is not included in your CSAT automation, surveys won't be counted as sent, leading to skewed data. To fix this, check…
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