Recipe: Sending a CSAT survey when a messaging session ends

<div class="article-banners">
<div id="docs-wmp-link"><a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a></div>
<div class="article-banner" id="suite_gpee">
<table>
<tbody>
<tr>
<td>
<strong>All Suites</strong>
</td>
<td>Growth, Professional, Enterprise, or Enterprise Plus</td>
</tr>
</tbody>
</table>
</div>
<div class="article-banner" id="support_pe">
<table>
<tbody>
<tr>
<td>
<strong>Support</strong>
</td>
<td>Professional or Enterprise</td>
</tr>
</tbody>
</table>
</div>
</div>
<div class="body">
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> To update the trigger as described in this article, your account must have the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7689997846554" target="_blank">customizable CSAT survey</a> feature.</div>
</div>
<p class="p">When an agent <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8009788438042" target="_blank">ends a messaging session</a>, the messaging
channel is essentially turned off for that customer interaction. This means that when
the related ticket status is later updated to Solved, it happens in the Support channel
rather than the messaging channel, and the conditions in the default messaging CSAT
trigger aren't met.</p>
<p class="p">You can address this issue by updating the default trigger, <em class="ph i">Request customer
satisfaction rating (messaging)</em>.</p>
<p class="p">By default, the <em class="ph i">Request customer satisfaction rating (messaging)</em> trigger fires
when the status of a ticket created via a messaging channel is updated to Solved and a
CSAT survey has not been sent to the customer.</p>
<p class="p">To make sure the survey is sent for all messaging tickets when the session ends <em class="ph i">or</em>
the ticket is updated to Solved, you must update the trigger's conditions so it fires
when either condition is met.</p>
<p class="p"><strong class="ph b">To send a CSAT survey when a a messaging session ends</strong></p>
<ol class="ol" id="end_messaging-csat_survey__ol_w34_vmk_vcc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="end_messaging-csat_survey__d7e1430" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Business rules &gt; Customer
satisfaction</strong>.</span></li>
<li class="li">Click the <em class="ph i">Request customer satisfaction rating (messaging)</em> trigger. </li>
<li class="li">Under <strong class="ph b">Meet ALL of the following conditions</strong>, remove the following
condition:<div class="p">
<ul class="ul" id="end_messaging-csat_survey__ul_kw2_xmk_vcc">
<li class="li"><strong class="ph b">Ticket &gt; Status category | Changed to | Solved</strong></li>
</ul>
</div>
</li>
<li class="li">Under <strong class="ph b">Meet ANY of the following conditions</strong>, click <strong class="ph b">Add condition</strong>.</li>
<li class="li">Add the following conditions:<div class="p">
<ul class="ul" id="end_messaging-csat_survey__ul_exh_zmk_vcc">
<li class="li"><strong class="ph b">Ticket &gt; Status category | Changed to | Solved</strong></li>
<li class="li"><strong class="ph b">Ticket &gt; Messaging session ended reason | Changed to | Ended
by agent</strong></li>
</ul>
</div>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
<p class="p"><img class="image" id="end_messaging-csat_survey__image_npn_cnk_vcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/send_survey_end_session_trigger.png" width="600"></p>
</div>
<script id="docs-schema-markup" type="application/ld+json">{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/8082415949210",
"url": "https://support.zendesk.com/hc/en-us/articles/8082415949210-Recipe-Sending-a-CSAT-survey-when-a-messaging-session-ends",
"headline": "Recipe: Sending a CSAT survey when a messaging session ends",
"description": "You can update the default trigger to send a customer satisfaction survey when a messaging session ends or when the ticket status is updated to Solved by modifying the trigger conditions accordingly.",
"articleSection": "Zendesk messaging",
"datePublished": "2024-09-24T23:26:30+00:00",
"dateModified": "2025-09-05T23:18:14+00:00",
"inLanguage": "en-US",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/8082415949210"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"@id": "https://support.zendesk.com/hc/"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk",
"@id": "https://www.zendesk.com",
"softwareAddOn": {
"@type": "SoftwareApplication",
"name": "Messaging",
"@id": "https://support.zendesk.com/hc/en-us/sections/4405298882330"
}
}
}</script>