Hello Zendesk Community,
We are writing to request a crucial feature for better management of our CSAT metrics and internal reporting: the ability to customize the expiration date of the custom CSAT survey link.
We appreciate that the expiration period was recently extended to 28 days. However, having this long, fixed period without the option to set our own timeframe is significantly disrupting our internal controls and reporting cycles.
🎯 The Request:
We urgently request that Zendesk allow customers to edit and configure the number of days the custom CSAT link remains active after the ticket is solved/closed.
📉 Why the 28-Day Period is Problematic:
A 28-day validity period drastically alters our feedback collection and reporting alignment:
- Reporting Distortion: Our reporting cycles (e.g., weekly, monthly) are much shorter. Responses coming in up to 28 days later skew the metrics for the period when the service interaction actually occurred, making it harder to link performance directly to agent action.
- Relevance: Feedback is most valuable immediately after service. Extended periods dilute the relevance and accuracy of the customer’s memory of the interaction.
- Operational Alignment: We need the flexibility to align the CSAT eligibility window with our internal definition of a closed cycle, which is often much shorter than four weeks.
In summary, we need to choose the expiration period (e.g., 7 days, 14 days) to ensure our CSAT data is timely, accurate, and aligned with our internal business metrics.
Thank you for considering this critical functionality.
