What is the Customizable CSAT EAP? 

Are there plans to be able to report on the numerical value of the survey results?

For example, it would be beneficial to know an average score of like 4.2 or 4.5 instead of just good or bad. We believe many customers would select 3 thinking it's a decent interaction instead of just a 'bad'. 

I have CSAT enabled for all channels (Mobile SDK, Web form, Email), after I enabled the new Customizable CSAT EAP, nothing changed, and all channels are still using the old one, do you know how to fix it?

Hi! I second @jd91 's request. Also, is there a way to have a multi-select option for the drop down items? It would be great to select multiple options for an example as shown below:

Hi everyone,

@richard85 and @admin17 we plan to add more questions in future but after we make the feature general available. 

@jd91 there will be actual selection reporting in Explore and public API later. 

@nizar.halaoui after CSAT is enabled we create a new automation, you need manually deactivate the old one. You can also update the old automation with the new placeholder {{satisfaction.survey_section}}.

Hi!

How can I change CSAT survey email after change the scale to 1-5 in Admin Center?
Our survey is still 1-2 scale. 

You can update it or configure your own using {{satisfaction.survey_section}} placeholder.

Hi @柳井様,

I would like to check your setup and created a ticket on your behalf to continue assisting you from there. Kindly check your email for updates. Thank you! 

Hello, 

I read in this article that: "We don’t support localization of custom text for now but we plan to add this feature in a few weeks."

Is this related to dynamic content? In that case, is this out of date? I read in the comments of this other article that dynamic content is supported now. Can you confirm this? 

Thanks!

Hi @carlota11,

@tetiana12 when will we be able to render a CSAT scale in the email. the article says "At the later stage we will render a CSAT scale in the email.". i think having the scale viable on the email will help increase the survey response rate. i feel when a end user sees a button, they will just ignore it.  

Hi @christine20

thanks for the reply and yes I have signed up for the EAP. I have red the documentation and understand the functionality. my questions is 

The survey Email goes out to the end user and will display in the email as below  

I am asking when will the email sent to the end user have the rating scale embedded into the email . Example 

That way the End user will get a senses that the Survey is simple and only one question.

In this Article there is a paragraph that states 

 I was asking, when will this later stage be ? when will survey render the CSAT scale in the email ?

@christine20 sorry maybe i am not explaining my questions clearly. Ignore the configuration settings in the Zendesk Admin UI, i see all the option. i am asking about the Email that goes out to the END USER. just focus on the survey email goes out to the END USER. this articl shows a screen shot that illustrates the survey goes out as this 

i don't like the Button. i want the email to go out as this (this screenshot below is my illustration of what i want) 

how and when can we have the EMAIL BODY of the survey have the rating Scale and not a button that will take you to a web page . i hope this cleares things up 

Hi @ibrahim,

Thank you for your comments. It is on the roadmap for 2024. 

When we can expect messenger to have ability 1-5?

@jiri19 Q2 2024. 

Thank you @tetiana12.

Do I understand function correctly when user ends the conversation he will be able to rate "conversation" inside the conversation window?

We would like to avoid sending mails asking for CSAT from Messenger. 

I would like to also check if this function will be available on "Messaging + Sunshine Conversations" 

Thanks

@jiri19 yes, your customers will get an ability to rate within the conversation when we extend CSAT to Messaging channels. 

Hi, I have follow-up question to expand on what Ibrahim was mentioning above. 

Are you planning to have option to select satisfaction 1-5 directly in help center after ticket is resolved? We all know that people are not reading and usually skipping mails. When working in helpcenter and communicating with agent, would be great to have it directly there. 

How does it sound to you?

Hi, are you going to introduce changes to the CSAT scaling? For now, I see that in the 1-5 scale 3 is considered negative. 

Jiry, you customers can access CSAT survey from the request page in help center. If you use a standard theme, it is already available in your account. Otherwise, you need to update the theme, you can check Copenhagen theme for the code example. We are working on updating documentation. 

@simona13 ! We plan to map 3 to Neutral later. 

Hello @tetiana12, 

Thank you for the reply regarding the CSAT survey in the Help Center. Do I understand this correctly that one needs to have CSAT EAP enabled in the project in order for this to work? 

I would like to test how does it work and explore customisation options, but our Sandbox project does not have Customer Satisfaction under Businesses rules, only PROD environment does. 

Should I request CSAT EAP for that project via Google Form above?

@oleg14 You need to sign up your sandbox in the form separately from your production instance by providing its subdomain.

Hello @tetiana12, 

Thank you for the reply. Yes, I have already submitted the form to add our sand box subdomain.

Hi Tetiana Gron,
Is it possible to remove or unlink the request that appears clickable to users in the survey? We've noticed that this feature can confuse our customers who don't have accounts. Thanks!