I would like to share some updates to the CSAT functionality that we have added since announcing the customizable CSAT EAP:
- CSAT activation flow: We redesigned the CSAT admin page to separate CSAT activation and delivery from survey configuration. We no longer create automation behind the scenes. Instead, you now activate a default automation that sends the CSAT survey after you finish configuring the survey. We are rolling out this experience during week 29 (Jul 15 - Jul 19).
- Placeholder {{satisfaction.survey_url}}: We added a new placeholder that you can use in automation or triggers to send the link to your CSAT survey.
- Request page in Help Center: You can now access the CSAT survey from the Request page.
- Expiration date: The CSAT survey link expires 28 days after it is sent. If the ticket is closed before the expiration, the responses to the survey will be ignored thereafter.
- Localization of CSAT survey: You can use dynamic content to translate your questions and options in the dropdown question. However, there is still a limitation when it comes to presenting the results on the ticket view.
- Accessibility: We have greatly improved the accessibility of the CSAT admin and survey page.
- No dependencies on the legacy CSAT: You don’t need to have the legacy CSAT enabled to use the new CSAT in automation and triggers. The results of the new CSAT will be reported under the Satisfaction tab in the Support dashboard in Explore. There is still a limitation for granular CSAT results.
See Using the customizable CSAT experience EAP for more detailed information.
You can shortly expect integration with Messaging and a public API for granular CSAT results.
Thank you for participating in the EAP.
