The SweetHawk Survey app is a powerful way to collect customer satisfaction across many different question types. You can also push a rating into Zendesk’s built-in satisfaction score, which lets you take advantage of the default Explore CSAT dashboards and Zendesk QA.
Steps covered in this article:
1. Ensure any CSAT (customer satisfaction) rating is enabled
2. Map a survey rating question to the Zendesk CSAT
3. Review Zendesk CSAT requirements
1. Ensure any CSAT (customer satisfaction) rating is enabled
Our Survey app supports updating Zendesk CSAT ratings for both the legacy customer satisfaction and the new customer satisfaction experience.
To enable customer satisfaction ratings
Legacy CSAT:
- In Admin Center, click People in the sidebar, then select Configuration > End users.
- Click the Satisfaction tab, then select Allow customers to rate tickets.
- Click Save tab at the bottom of the page.
New Customer Satisfaction:
- In Admin Center, click Objects and rules in the sidebar, then select Business rules > Customer satisfaction.
- Click Get started.
- You do not need to do anything else from here. The channels do not need to be activated or the survey to be edited.
2. Map a survey rating question to the Zendesk CSAT
Once your survey questions have been created, you can toggle on the option to Send data (rating) to Zendesk's Customer Satisfaction (CSAT) within in the Settings tab of the Survey. This question will then be used to calculate if the Zendesk satisfaction rating is "good" or "bad".
Once enabled, you’ll see 2 options:
- Question linked to Survey CSAT - select which question of your survey will be used to generate the good/bad rating.
- Minimum score for CSAT good rating - Any score equal to or above this value will be marked as good, whereas any score below it will be marked as bad.
For example: On a 0–10 rating question, if you select 7 as the minimum score, responses of 7–10 will be counted as good, and 0–6 as bad. The available options in the dropdown will change depending on the type of rating question you use.
Only one question per survey can be mapped to CSAT question and you can also see which question is being used for CSAT on the survey question page.
The app is now ready to push your customer ratings into the Zendesk satisfaction scores!
3. Review Zendesk CSAT requirements if the score is not showing
If you are not using the default Request customer satisfaction rating automation created by Zendesk, or are finding that ratings aren't being pushed into the Zendesk CSAT, please check the following:
- In your automation or trigger that sends the survey to your customer, if you are using the legacy customer satisfaction please ensure that Satisfaction is offered to requester in your actions section.
- Particularly if you are testing, ensure the ticket requester is an end user.
Zendesk will ignore surveys sent to agents and won't update the satisfaction rating.
- In the new CSAT satisfaction, the ticket must be Solved at the time the survey is answered for the score to show. The new CSAT also does not show the comment at the top of the ticket, where the legacy does. Note, the comment is still recorded.
- Satisfaction ratings will not be updated on closed tickets.
You can still inject survey data into ticket fields using the Survey App on closed tickets with the Zendesk setting allow admins to modify specific fields on a closed ticket enabled.