Announcing customer satisfaction reports in real-time monitoring

Announced on | Rollout starts
June 30, 2026 | June 30, 2026

We're excited to announce that customer satisfaction (CSAT) ratings are now available in the real-time monitoring ticket progress dashboard. This enhancement allows supervisors and team leads to monitor customer satisfaction performance alongside ticket workflows, enabling faster responses to customer sentiment and more informed team management decisions.

This announcement answers the following questions:

What's changing?

Why is Zendesk making this change?

What do I need to do?

What's changing?

Previously, customer satisfaction data was only available through historical reporting in Explore, making it difficult to track CSAT performance in real-time alongside your team's active ticket workflow.

Now, the ticket progress dashboard includes a dedicated customer satisfaction tab that shows real-time and historical CSAT metrics across email and messaging channels. Additionally, CSAT metrics are integrated into the ticket status tab for immediate visibility.

Key new capabilities include:

Real-time CSAT metrics:

Satisfaction distribution per channel (good with or without comments, bad with or without comments)

Satisfaction score by channel (percentage of good tickets against all rated tickets)

Good and bad ticket counts by channel

Rated tickets percentage by channel

Historical CSAT trends:

Time-series charts showing satisfaction ratings over configurable time periods (last 15 minutes to 30 days)

Separate historical views for email and messaging channels

Enhanced filtering:

New satisfaction ratings filter available across all dashboard tabs

Filter by specific rating types (good with comment, good without comment, bad with comment, bad without comment)

Why is Zendesk making this change?

This enhancement provides supervisors with a comprehensive, real-time view of both operational performance and customer satisfaction in a single dashboard. By bringing CSAT data into real-time monitoring, teams can:

Respond faster to customer sentiment: Identify satisfaction trends as they happen rather than waiting for end-of-day reports

Make data-driven coaching decisions: Connect agent performance metrics with customer satisfaction outcomes in real-time

Improve team performance: Track the immediate impact of process changes or training initiatives on customer satisfaction

Streamline workflows: Eliminate the need to switch between multiple reporting tools to understand the complete picture of team performance

This change aligns with Zendesk's commitment to providing actionable, real-time insights that help teams deliver exceptional customer experiences.

What do I need to do?

No action is required. This change will be available to all Professional and Enterprise accounts that have enabled CSAT functionality.

For more information, see Using the ticket progress real-time dashboard.

We value your feedback! Share your thoughts about this update in the Zendesk community forum or contact Zendesk Customer Support.