Viewing your CSAT (customer satisfaction) score and ratings

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<p class="p">If you've <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7689997846554" target="_blank">enabled the customer satisfaction (CSAT) survey</a>, you can
view details about your overall CSAT (customer satisfaction) results for all
tickets on the Zendesk Support dashboard. You can view CSAT results for an
individual in a ticket within Agent Workspace. </p>
<div class="p">You can also view results in the dashboard and individual tickets. Additionally,
agents can view their personal results in Agent Home.<div class="note note" id="topic-1__note_ctd_bxy_vcc">
<span class="notetitle">Note:</span> If you have the Zendesk QA add-on, you can
view CSAT results in the Surveys dashboard. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759414042" target="_blank">Using the surveys
dashboard</a>.</div>
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<div class="p">This article includes the following topics:<ul class="ul" id="topic-1__ul_kq1_xvy_vcc">
<li class="li"><a class="xref" href="#topic_mgy_kd5_qq">Viewing overall CSAT
results in the Support dashboard</a></li>
<li class="li"><a class="xref" href="#topic_imh_cwy_vcc">Viewing CSAT
results in a ticket</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_mgy_kd5_qq">
<h2 class="title topictitle2" id="ariaid-title2">Viewing overall CSAT results in the Support dashboard</h2>
<div class="body">
<p class="p">You can view details about your overall CSAT (customer satisfaction)
results on the Satisfaction tab of the Zendesk Support dashboard in
Explore.</p>
<p class="p">Users with the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836002970" target="_blank">Explore role</a> of Admin
or Editor can access the Support dashboard. If a user has the
Explore role of Viewer, an Admin or Editor must share the dashboard
with them before they can view it.</p>
<p class="p">You must have received at least one response to view data in the
dashboard (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7689997846554" target="_blank">Sending a CSAT survey to your
customers</a>).</p>
<div class="p">The responses for good and bad are mapped to the configured numerical
rating scales for the CSAT. For example, for:<ul class="ul" id="topic_mgy_kd5_qq__ul_x4v_5wy_vcc">
<li class="li">1-2 rating scales: 1 is bad and 2 is good</li>
<li class="li">1-3 rating scales: 1-2 is bad and 3 is good</li>
<li class="li">1-5 rating scales: 1-3 is bad and 4-5 is good</li>
</ul>
</div>
<p class="p"><strong class="ph b">To view CSAT results in the Support dashboard</strong></p>
<ol class="ol" id="topic_mgy_kd5_qq__ol_htl_fl4_dlb">
<li class="li">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Explore</a>, click
the Dashboard icon (<img class="image" id="topic_mgy_kd5_qq__image_tcg_5zb_ycc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_dashboard_icon.png"> ) in the left sidebar.</li>
<li class="li">In the list of dashboards, select the <strong class="ph b">Zendesk Support</strong>
dashboard. The Zendesk Support dashboard opens.</li>
<li class="li">In the dashboard, click the <strong class="ph b">Satisfaction</strong> tab.<p class="p"><img alt="Explore Satisfaction tab" class="image img-screenshot" id="topic_mgy_kd5_qq__image_gcn_dn4_dlb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_satisfaction_tab.png" width="700"></p>
</li>
</ol>
<p class="p">For details of all the reports on this tab, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835846810#topic_ijh_ybj_z3b" target="_blank">Analyzing your Support ticket
activity and agent performance</a>.</p>
<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span> If you have Suite Professional and above or Support
with Explore Professional, you can expand on the pre-built
dashboards to create your own CSAT reports. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821589530" target="_blank">Creating
queries</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827693594" target="_blank">Metrics and
attributes for Zendesk Support</a>.</div>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_imh_cwy_vcc">
<h2 class="title topictitle2" id="ariaid-title3">Viewing CSAT results in a ticket </h2>
<div class="body">
<p class="p">You can view the CSAT rating for an individual ticket in the ticket
itself.</p>
<div class="p">
<strong class="ph b">To view the rating for a ticket</strong><ul class="ul" id="topic_imh_cwy_vcc__ul_xxs_d1c_ycc">
<li class="li">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Support</a>,
open any ticket that has received a CSAT rating,
then view the rating at the top of the ticket.<p class="p">To
view responses to drop-down and open-ended
questions, click <strong class="ph b">Events</strong>, then scroll to the
relevant event.</p>
</li>
</ul>
</div>
<p class="p"><img class="image" id="topic_imh_cwy_vcc__image_r4r_3xy_vcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide-csat-agentworkspace.png" width="800"></p>
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