Abasing in CSAT

Dear Ebram,
 
Thank you for contacting Zendesk Support, my name is Gabriela and I will assist you with your inquiry.
 
Could you please provide us with your Zendesk subdomain so we can confirm which account you're asking about? If you're not sure what your subdomain is, have a look at the URL you use to access Zendesk. For example, in companyname.zendesk.com, 'companyname' is the subdomain. You can also use our login reminder tool -- just enter your email, and you'll be emailed your Zendesk address.
 
Also, to understand your issue better, I would like to know if you have examples you can provide where an agent filled out a satisfaction rating to change the rating previously provided by a customer.
 
Could you also share with me how can agents access the survey link? What kind of triggers or automations you are using in which your agents can access said link? Any additional information you can provide us will be highly appreciated.
 
I look forward to hearing from you.

Hi Ebram,
 
Thank you for the examples and the access to your account. I have assumed in your account to review the information you provided, and I see you are using placeholders outside of business rules as well as a custom coded satisfaction survey through dynamic content.
 
Placeholders are designed to be inserted in tickets through automated business rules. If satisfaction scores are being left by users other than the requester, that is because you are using satisfaction rating placeholders outside of said business rules. Doing that, enables others users to submit satisfaction scores for the requester (in your case, anyone with the link will be able to access the rating and modify it).
 
To avoid this issue, we recommend using Zendesk's built-in customer satisfaction survey.
Customer satisfaction is  a placeholder that you can use in any notification sent out by a trigger or automation. Through Zendesk's CSAT automated process, a notification is sent to end users 24 hours after the ticket has been set to solved, asking them to briefly evaluate their experience.
 
These are some characteristics of Zendesk's CSAT ratings:

• You can customize the customer satisfaction survey to meet your needs. 
• Zendesk Support provides you with a system automation specifically for customer satisfaction, but you can modify it, or even remove it altogether and trade it in for a trigger.
• When and how end users are asked for a satisfaction rating through email is also customizable. 
• You can set a time other than the default 24 hours later for to send the email. You can also add the survey request in the email that customers receive when an agent marks a ticket as solved instead. 
• You can also use business rules to be more selective about (include or exclude) which tickets generate the survey request. 
• If you send a satisfaction survey before the ticket is solved, end users need to sign in to access it.

 
For more information on Zendesk's CSATs you can check out these articles:

• About  CSAT (Customer Satisfaction) ratings in Zendesk Support
• Customizing your customer satisfaction survey

 
I trust this information will help solve your issue, don't hesitate to contact us for further assistance, we are always happy to help.
 
Kindest regards,
Gabriela 
Zendesk Support