New CSAT experience - please allow reporting on actual ratings | Community
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New CSAT experience - please allow reporting on actual ratings

Related products:Ticketing system (Support)
  • May 7, 2025
  • 8 replies
  • 0 views
S

Hi there, 

 

Please could you allow us to report on the actual rating selected by a customer in the new CSAT experience, as without this it is no good to us. 

 

We currently use a separate process where we send a survey via MS Forms for some teams, and ask customers to rate on a scale of 1 - 5. We would love to use the native Zendesk version, as this removes a lot of manual work in compiling surveys. But without being able to report on the rating, it defeats the purpose for us and is really disappointing. 

 

I realise I can get it from the API per this article, but it is multiple steps to get 1 rating back which is just not practical or feasible. 

Getting the CSAT ratings of tickets | Zendesk Developer Docs

 

Regards, 

 

Steven. 

    8 replies

    Shawna11
    • Shawna11
    • Community Manager
    • May 8, 2025
    Hey Steven,
     
    Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
    Emma25
    • Emma25
    • May 22, 2025

    We’d like to report on the ratings also - while we really like the simplicity of the good/bad mapping, a 5-point scale allows us to track trends over time, calculate average scores, and identify gradual shifts in satisfaction. Averages like 4.2 or 2.7 offer more meaningful insights than simply knowing that 60% of respondents said 'good.' This format is also widely recognised, making it easier to benchmark our performance against other retailers.

      A
      • Alice11
      • May 22, 2025

      Upvoting this bigtime! It seems silly to have the ability to ask our customers to give us a 1-5 rating but then not be able to actually see and report on this information… We just launched Zendesk and it's very disappointing to not be able to access this basic information. 

        Tetiana12
        • Tetiana12
        • June 2, 2025
        Hi everyone, thank you for taking the time to provide us with this feedback! 
         
        This feature is in our backlog. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community. 
         
        Thank you again for your feedback and for being a valuable customer with Zendesk.
        Samantha11

        +1

         

        This definitely needs to be prioritized! We shouldn't need to leverage APIs to collect ratings from surveys.

          Garrett12
          • Garrett12
          • July 21, 2025

          +1

           

          We asked about this at Zendesk Relate and were told it would be coming out this year.

            M
            • Max12
            • August 8, 2025

            Hi @tetiana12 

            I can't find information about Analytics and CSAT.

            When migrating from Legacy CSAT to new CSAT, do we lose continuity in metrics or are they the same in reports ?

            Thank you

            Eve12
            • Eve12
            • March 10, 2026

            +1 we'd love to be able to report on ratings in explore

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