Viewing your CSAT (customer satisfaction) score and ratings

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All Suites | Growth, Professional, Enterprise, or Enterprise Plus

Support | Professional or Enterprise

If you've enabled the customer satisfaction (CSAT) survey, 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.

You can also view results in the dashboard and individual tickets. Additionally, agents can view their personal results in Agent Home.
Note: If you have the Zendesk QA add-on, you can view CSAT results in the Surveys dashboard. See Using the surveys dashboard.

This article includes the following topics:

Viewing overall CSAT results in the Support dashboard

Viewing CSAT results in a ticket

Viewing overall CSAT results in the Support dashboard

You can view details about your overall CSAT (customer satisfaction) results on the Satisfaction tab of the Zendesk Support dashboard in Explore.

Users with the Explore role 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.

You must have received at least one response to view data in the dashboard (see Sending a CSAT survey to your customers).

The responses for good and bad are mapped to the configured numerical rating scales for the CSAT. For example, for:

1-2 rating scales: 1 is bad and 2 is good

1-3 rating scales: 1-2 is bad and 3 is good

1-5 rating scales: 1-3 is bad and 4-5 is good

To view CSAT results in the Support dashboard

In Explore, click the Dashboard icon ( ) in the left sidebar.

In the list of dashboards, select the Zendesk Support dashboard. The Zendesk Support dashboard opens.

In the dashboard, click the Satisfaction tab.

For details of all the reports on this tab, see Analyzing your Support ticket activity and agent performance.

Tip: 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 Creating queries and Metrics and attributes for Zendesk Support.

Viewing CSAT results in a ticket

You can view the CSAT rating for an individual ticket in the ticket itself.

To view the rating for a ticket

In Support, open any ticket that has received a CSAT rating, then view the rating at the top of the ticket.
To view responses to drop-down and open-ended questions, click Events, then scroll to the relevant event.