Zendesk can show us the result per survey, having that information can help us to determine if the service was correct, for example we can determine if DSAT is 1 & 2, Neutral is 3 and CSAT 4 & 5.
Having this can help us to set it for different departments, if we are talking about cancellation or sales or technical support, etc.
Hi @francisco13,
Thank you for your feedback. You will be able to see the selected CSAT score in public API and Explore at later stages.
Hello @tetiana12,
Just to be sure, we cannot currently see the selected CSAT score or reason picked via the Survey in Zendesk Explorer, correct?
Our team wants to gather more data on the reason behind our CSATs, but given the high volume of tickets, we cannot audit them one by one to check the events of the ticket and find the reason.
If that is the case, do we have a timeline or roadmap we can reference for when we reach this stage?
@tetiana12
Thank you for the information this too is of interest to us. Can you confirm if information being captured now will retroactively be available once Explore and the Support Page is updated to accommodate the additional fields and data in Q2FY24?
Curious about the status of this functionality - It is a minimum requirement to adopt customizable CSAT as without it the business is forced to consider data the same way the current CSAT functionality forces you to - good or bad.
No account yet? Create an account
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.