Recipe: Sending a CSAT survey when a messaging session ends

What's my plan?





All Suites

Growth, Professional, Enterprise, or Enterprise Plus









Support

Professional or Enterprise








Note: To update the trigger as described in this article, your account must have the
customizable CSAT survey feature.

When an agent ends a messaging session, 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.
You can address this issue by updating the default trigger, Request customer
satisfaction rating (messaging).
By default, the Request customer satisfaction rating (messaging) 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.
To make sure the survey is sent for all messaging tickets when the session ends or
the ticket is updated to Solved, you must update the trigger's conditions so it fires
when either condition is met.
To send a CSAT survey when a a messaging session ends

In Admin Center, click
Objects and rules in the sidebar, then select Business rules > Customer
satisfaction.
Click the Request customer satisfaction rating (messaging) trigger.
Under Meet ALL of the following conditions, remove the following
condition:

Ticket > Status category | Changed to | Solved



Under Meet ANY of the following conditions, click Add condition.
Add the following conditions:

Ticket > Status category | Changed to | Solved
Ticket > Messaging session ended reason | Changed to | Ended
by agent



Click Save.



{
"@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"