Viewing your CSAT (customer satisfaction) score and ratings

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.






{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/4408846011546",
"url": "https://support.zendesk.com/hc/en-us/articles/4408846011546-Viewing-your-CSAT-customer-satisfaction-score-and-ratings",
"headline": "Viewing your CSAT (customer satisfaction) score and ratings",
"description": "You can view your customer satisfaction (CSAT) scores and ratings for all tickets on the Support dashboard or individually within tickets if you have enabled the CSAT survey and have the appropriate access roles.",
"articleSection": "Measuring success",
"datePublished": "2021-10-16T05:17:17+00:00",
"dateModified": "2026-02-26T22:39:20+00:00",
"inLanguage": "en-US",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/4408846011546"
},
"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": "Copilot",
"@id": "https://support.zendesk.com/hc/en-us/sections/4405303717658"
}
}
}