When youenable CSAT(customer satisfaction ratings), a simple survey is added to your messaging workflow, allowing your customers to provide feedback about their support experience. These surveys are completely optional for your customers. For more information, seeAbout CSAT ratings in Zendesk Support.
In this article, we’ll discuss how CSAT surveys work in the following messaging channels:
- Web Widget
- Mobile SDKs (iOS and Android)
- Social messaging channels
This article includes the following topics:
- Understanding the end user experience
- Understanding how the survey functions
- Disabling CSAT in messaging
The end user experience
A CSAT survey request is triggered when a ticket created through a customer interaction in the Web Widget, mobile SDK, or a social messaging channel is marked asSolved. The survey questions and answers are localized into one of the available Zendesk languages based on the customer’s location data.
A CSAT survey includes the following components:
- Rating (Web Widget, mobile SDKs, and social channels): The end user can click Good or Bad, depending on their opinion.
Table 1. Web Widget Social messaging 
- Comment (Web Widget and mobile SDKs only): The end user is invited to leave a brief comment describing their experience. The comment request appears only if the end user clicks a rating option.Note:WhatsApp buttons are not currently supported. In WhatsApp integrations, end users will need to manually enter aGoodorBadresponse.
Table 2. Web Widget 
- Feedback reply (Web Widget, mobile SDKs, and social channels): After the end user enters a response, a standard reply is offered.
Table 3. Web Widget Social messaging 
Each step in the CSAT survey is optional for end users. If they do not wish to participate, they can type a new message in the composer, or end the conversation with no further action.
If end users choose to ignore CSAT and respond in the composer:
- If ticket is marked Solved: Ticket will reopen.
- If ticket is Closed: Answer Bot will initiate the re-greeting flow.
Other factors to be aware of:
- CSAT data will be ignored if it is provided after the ticket isclosed.
- CSAT collection is localized in thestandard Zendesk languages.
- CSAT is collected on the last active channel. If the conversation has moved from messaging to email, for example, CSAT will be collected through email.
Understanding how the survey functions
When you enable customer satisfaction rating for web, mobile and social messaging, a system-generated trigger is created. This trigger displays the survey to your customer immediately after the ticket is solved. See理解CSAT触发消息for details.
The CSAT survey for messaging uses the same settings as CSAT for Support.
To view your CSAT settings
- InAdmin Center,click thePeopleicon (
) in the sidebar, then selectConfiguration > End users. - Click theSatisfactiontab.
CSAT functionality in messaging has the following limitations:
- Question text is not configurable.
- Agents cannot manually launch a CSAT survey. It can only be triggered when a ticket is marked asSolved.
- CSAT collection is represented by the Answer Bot avatar in messaging. This cannot be configured.
Disabling CSAT in messaging
CSAT is automatically applied to web, mobile, and social messaging when enabled in Support. If you do not want to offer CSAT surveys to your end users in any of these channels, you'll needto deactivate the triggerassociated with that channel.
- For web and mobile messaging, deactivate the triggerRequest customer satisfaction rating (messaging)
- For social messaging, deactivate the triggerRequest customer satisfaction rating (social messaging)
You can re-enable CSAT in messaging byactivating the trigger again.
34 Comments
Hey there!
Thelinkregarding WhatsApp rating seems to be offline now.
It doesn't look like Zendesk has enabled WhatsApp buttons, so customers have to reply with text messages. We have a few customers that replied "You can say: GOOD, BAD" as "Good!", and because they just added the "!", Zendesk gets confused and creates a new ticket as shown below (in Portuguese).
Is there a way to manage this better? Is there a roadmap to implementWhatsApp Buttons?
HiVincent Adityathanks for your reply! I have checked with our team and CSAT in messaging can be controlled via triggers, we create a default trigger that sends CSAT on ticket solve, but you can change that (please see screenshot for the action) it's recommended to create a new trigger for that and not touch the one created by the system.
As for the CSAT showing up all the time, unfortunately, it's not part of the product today, however, It is an interesting insight and we can track this, would you mind creating a separate product feedbackherealong with your use case so our product managers can take a look? Thank you!
Yue YueIt's likely because that user's profile is set to Chinese. For more info on how that is set, take a look at this article:https://support.zendesk.com/hc/en-us/articles/4408893879322-How-does-Zendesk-set-a-language-for-a-user-in-Support-
Thank you for clearing my curiosity Audrey!
I would also like to ask about the sending of CSAT. Currently the CSAT in messaging can only be sent after the ticket status is solved yes?, Is there a way to change this? maybe so it shows up all the time? or is there plans for zendesk to enable a new way to request CSAT?
I have a survey link.
Is it possible to send this survey link to the social media platforms by using the ZENDESK triggers?
Maybe there is a way because it is a just link, nothing special.
Unfortunately, Zendesk customer service representatives are not able to answer my question.
Hello , the Satisfaction reasons are editable which is highly useful. But most often customers give Bad rating without selecting any of the reasons or giving a comment
Is it possible to make the satisfaction reason mandatory for customers? This will help a huge deal in understanding why the customer is upset
Hi!
If I enable the function but disable the trigger, am I able to use the CSAT placeholders in other triggers without generating a dedicated email? Thank you in advance!
HiVincent Adityawe may need to check on your account to check on this, I'll raise a ticket on your behalf, please check your email shortly and we can continue our conversation there :) Thanks!
你好,是否可以定制/ WHATSAPP CSAT变化TEXT into others language since currently our customers mostly didn't understand English well?
Hi System Admin,
When the Trigger for Social Messaging CSAT is fired, the "Request messaging rating" action will automatically change the Satisfaction to "Offered". Since the default CSAT automation for email channel has a conditionSatisfaction>Unoffered,the automation will not run twice on the same ticket. You can also check this article hereCustomizing your customer satisfaction survey
Hi Allison, thanks for ur help. I found the problem is because that the customer satisification autommation is in Chinese, already solved! Thx!
Hi there,
I am trying to create an automation to send a "thank you" message to customers who have given a good rating. How can I do that?
I also would like to add a link to trustpilot in the message.
Many thanks in advance.
Hi everyone,
I have a question about the labguage of auto reply customers satisfication.
For example, request 33 has already been solved, and after 24hrs, the customer will receive a satisfication email like this.
Why there are Chinese characters, I didn't set any language other than English, and these Chinses mean: "Hi Yue, we are glad to hear your response... Here is a link..."
Is it beacuse the language of my laptop is Chinses so the email just auto translate the language?
Thank you!
Hello I would like to ask about assigning tickets and their respective satisfaction rating.
For example, we have 2 Customer service lets call them A and B.
Customer service A received a bad rating by a customer and then the ticket is solved and CS A went off work which means he cannot reply to the ticket anymore.
Customer Service B clocked in and take The customer of CS A and replied to the ticket and solved the problem but the customer did not change his rating. So the ticket is solved and then closed.
Now in this scenario the satisfaction rating goes to who? does it go to A or B? or does it go to both?
谢谢so muchAudrey Ann Cipriano, Do have one more question if you don't mind. Currently since as per your answer, the last CS that put the ticket as solved will get the bad rating. I have a few cases where the ticket was closed but our customer can still rate the ticket bad and then it will count as a bad rating for a new ticket. Is there a workaround for this?
And thank you, i will make the ticket in the feedback :)
HiDamara Allenyou can definitely exclude specific customers from receiving CSAT. In your case, the best you can do here is by adding an exclusion tag to your CSAT trigger/automation.
For example, In your CSAT automation, add the conditionTicket: Tags | Contains none of the following |
no_csatThen you can add this tag on specific tickets that you don't want to send the CSAT to.More infohere. Hope this helps! :)
The survey answer and questions are localised into the user’s location data here’s a reference article for thatThe end user experience. You can check and change the visitor’s language in the information panel from SupportSetting and detecting a user's language.
Let me know if you have any additional questions.
Hi ! Great post and thanks for sharing .
Actually, I'm using a placeholder to send a CSAT survey on WhatsApp support in status Solve Ticket, but Zendesk offers a native CSAT to WhatsApp or another option ?
I try to find anything like Chat Like / dislike
Hi Pablo, thanks for writing in! Are you trying to fire the update to your users after the CSAT was received? Because it looks like the closest feature is the trigger. You set a trigger that will fire every time an action is made to the ticket which is a Good rating is applied to it. Please see the screenshot for the sample trigger conditions.
Thank you and we hope this information helps!
Hi there,
We're hoping to configure CSAT ratings for Facebook private messages and Twitter DMs.
Is this setup only compatible with Agent Workspace + Social Messaging (i.e. social channels that are added underAdmin Center>Messaging and social>Messaging), or would it work for social channels that are configured the old way (i.e. added underAdmin Center>Channels>Messaging and social>Facebook Pages/Twitter accounts?
谢谢!
Hi,
when a customer initiates a chat through Instagram Direct, they will not receive the CSAT until the ticket is closed. But if the ticket is assigned to another group for follow-up via email, then at the end, the customer will receive 2 CSAT questions? 1 On Instagram (trigger) and one via email (automation)?
Hi,
Is there a way to limit social messaging CSAT to be sent only once in XX days? Thanks.
Hi Scott,
We regularly communicate with the same requesters via social messaging tickets (Whatsapp). It might get a little annoying for the requester to receive a CSAT survey after each conversation.
谢谢.
HelloVincent Aditya:)
The satisfaction rating will go to Customer Service B as the satisfaction rating will always be associated with the last assignee of the ticket.
Customer Service B can reassign the ticket back to the original assignee to receive the CSAT before setting the ticket to solved.
You can also create a report that identifies the assignee of a ticket at the time the CSAT was given. For more information and instructions, please visit:Explore recipe: Determine ticket assignee when satisfaction rating is given.
I hope this helps!
At the moment the satisfaction reason is optional and there's no native way to make it a mandatory field in the Customer Satisfaction Surveys.
I've taken a look and found that other users are discussing similar needs here:
https://support.zendesk.com/hc/en-us/community/posts/4462982519194-Bad-CSAT-Mandatory-
You can up-vote that original post and add your detailed use-case to the conversation. Threads with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
Is there a way for our support team to turn off ratings for individual users? For instance, we have people looking to apply and they often give us a bad rating if we redirect them to our recruiting email. It would be great to be able to opt them out of the satisfaction survey.
HiJake Smith
Currently, the CSAT text cannot be customized even on our end since this is by design. It's not yet on the roadmap for Messaging at the moment which you can check outhere. I would recommend weighing in your use case inthis反馈。与高水平of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
When we can expect the feature will work in other languages as well?
We have to disable it as CSAT messages were re-opening tickets.
Hello,
If we can't change the copy can you change it for us? The way it is currently worded makes it sound like the person can ask another question. When they do ask another question nothing is happening because they are at the end of the flow.
谢谢,
Jake
We have enabled a couple of choices the users can select so we can get more information on why users clicked on the CSAT Bad experience. We're seeing a lot of bad experience replies where no comment is added and that does not help us a lot in analyzing the 'why'.
我想知道我们可以使这些选项/ choices mandatory for users to select, is that possible? Also, would it be possible to make adding a comment mandatory if one of those options is selected?
谢谢!
Pleasesign into leave a comment.