Using Survey when migrating to the new Zendesk CSAT

To access certain tools or features in your Zendesk instance, you be might required to enable the new Zendesk CSAT for your account, even though you use our Survey app for CSAT and survey responses.

Our Survey app will work at all times, regardless of whether CSAT is set to new, legacy, or none.

Please note the following for the new Zendesk CSAT, particularly if you are migrating from legacy to new CSAT:

What will happen when de-activating legacy CSAT

Satisfaction triggers & automation will be disabled

If you rely on the default triggers & automation created with legacy CSAT (such as the automation named Request customer satisfaction rating (system automation)), be aware that these will be disabled once you turn off legacy CSAT— a necessary step when migrating to the new CSAT experience in Zendesk.

The specific triggers and automations that will be disabled depend on your support channels. For more details, refer to the following articles:

 

'Ticket: Satisfaction' is no longer used

When legacy CSAT is disabled, the ‘Ticket: Satisfaction’ condition will no longer be valid and will be removed from any existing automations or triggers.

If you have custom automations or triggers that rely on this condition, disabling legacy CSAT may lead to unexpected behavior. Be sure to review and update any affected workflows to avoid disruptions.

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After disabling legacy CSAT:

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What to do to ensure surveys are sent after migration

From the points above, there are some steps to follow before de-activating the legacy CSAT to ensure your surveys are still being sent by your Zendesk instance and reaching your customers. Some recommendations are:

Clone or re-activate your automation & triggers

If you use the default automation & triggers mentioned above, clone them so you will still have an active workflow as the default will be de-activated. Alternatively, you could re-activate the default ones again.

Ensure that the conditions will still fire with 'Ticket: Satisfaction' no longer being used.

Create new custom automations & triggers

You can send your survey whenever you like during a tickets lifecycle, including email and messaging tickets. 

Create a new Zendesk trigger or automation and define the conditions when you want the survey to be sent and then in the message part of the action, copy in the survey placeholder. Please see this article on more about creating a custom survey.

Test and validate workflow

Once the new workflow is working as you need, you can then use the new workflow and safely de-activate the legacy CSAT which will remove the old workflow. Please ensure only one set of workflows are active at one time to avoid duplicate emails or messages being sent.

 


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