Getting started with Zendesk Suite - Part 10: Enabling customer satisfaction ratings

To find out if your customers are happy, you can enable customer satisfaction rating on
resolved tickets and for live chats.
For live chat sessions, the end user prompt to rate the service they received is included
in the chat window.

For all resolved tickets, a customer satisfaction survey can be sent to the end user when
their email address is included in their user profile.

This means that if you don’t know the end user’s email address (because you interacted
with them on X (formerly Twitter) and don’t have their email address, for example), you
will not be able to send them the satisfaction survey email message.
To request satisfaction ratings for the support you provide via the voice channel, you
must also have the end user’s email address added to their user profile. The email will
be sent after the call ends and the ticket is resolved.
You enable customer satisfaction for resolved tickets. For set-up instructions, see Using CSAT.
For information about enabling customer satisfaction rating for live chats, see Measuring visitor satisfaction with chat rating.

Continue to Part 11: Leveraging AI features with
Zendesk.