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Need multiple questions and multiple survey types

  • October 13, 2023
  • 5 replies
  • 0 views
Dan12

This EAP is a good step in the right direction, however for the moment it only supports single question and only one survey type.

For teams with multiple CSAT needs (ex: Onboarding vs Support in the same Zendesk) we'd need to be able to send different surveys based on ticket form types. The trigger/automation interface should be able to have a 'send survey' action that has the admin select which CSAT template they should send.

Ideally, support for multiple questions and data types would be added as well.
For example, our current external CSAT asks support ticket requesters the following questions. 

  1. Rate Agent (1-5)
  2. Rate Outcome (1-5)
  3. Additional Comments (text)

Thanks for reading!

      5 replies

      Ola11
      • Ola11
      • October 16, 2023

      Love this idea! Different departments use our Zendesk too, so it would be a great fit for that. Also being able to have a slightly different survey (extra question maybe) for different types of tickets (software defects vs questions for example) would really help.

        Shawna11
        • Shawna11
        • Community Manager
        • October 19, 2023
        Hi all, thank you for taking the time to provide us with you 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 the comments below. Thank you again!
          Matthew46
          • Matthew46
          • November 22, 2023

          Our team leads are also requesting this feature to enhance both the customer and agent experience while also reporting on more relevant data points back to our product teams. 

            Jahn11
            • Jahn11
            • January 10, 2024

            Best example is the what Zendesk is using after their support consultant resolved our concern when we reach out with them via messaging. Their CSAT Survey looks fantastic. 

            Li66
            • Li66
            • September 29, 2024

            For those looking for this solution now, take a look at the Sondar CSAT survey add-on in the Zendesk marketplace.

            Sondar gives you the ability to add any number of follow on questions of any data type. Moreover, the surveys embed seamlessly in Zendesk emails and workflow, just like the native feature.

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