Your customers can provide feedback about their support experience by rating their solved tickets. When you enable CSAT (customer satisfaction ratings), end-users receive an email 24 hours after the ticket has been set to solved that asks them to briefly evaluate their experience, as shown here:
Enabling customer satisfaction ratings
Displaying satisfaction ratings in the Help Center
You can display satisfaction ratings in your Help Center. This lets you show quick statistics based on your last 100 satisfaction ratings. The following data is shown:
Customizing your customer satisfaction survey
One of Zendesk Support’s most popular features is the built-in customer satisfaction survey. Customer satisfaction allows you to track how well your agents and customer service organization as a whole are performing on a ticket by ticket basis.
Working with satisfaction reasons
Applying satisfaction reasons to ticket views
Enabling and customizing satisfaction reasons
Customer satisfaction rating surveys allow you to measure how happy your customers are with the services you provide. Inevitably, you’re going to receive a less-than-glowing response (rare as it may be). You can learn about the issues behind a bad satisfaction rating by asking any customer who gives a negative survey response to select a reason for their dissatisfaction.