Managing your CSAT survey, channels, and rules

<body>
<p id="docs-hc-snippet" style="display: none;">You must be an administrator to manage CSAT.</p>
<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 id="docs-ai-summary">
<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">You can customize your CSAT survey by editing the rating scale and follow-up questions, activate or deactivate survey channels to control where surveys are sent, and view or update the standard business rules that manage survey delivery. This helps you tailor customer satisfaction feedback collection across email, messaging, and other channels to fit your support workflow and improve response management.</p>
</div>

<div class="body">

<div class="p">If you have <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7689997846554" target="_blank">activated the CSAT survey</a> for customers, you
can make changes for CSAT as needed. You can edit the CSAT survey, activate or
deactivate channels for the survey, and view and update the standard CSAT business
rules.<div class="note note" id="topic_uqr_clr_w1c__note_zgx_m4c_mfc">
<span class="notetitle">Note:</span> Using satisfaction rating placeholders outside of
business rules can result in users other than the requester submitting satisfaction
scores.</div>
</div>
<p class="p">You must be an administrator to manage CSAT.</p>
<div class="p">This article includes the following topics:<ul class="ul" id="topic_uqr_clr_w1c__ul_e3l_bmr_w1c">
<li class="li"><a class="xref" href="#topic_uqr_clr_w1c__ul_e3l_bmr_w1c">Editing the CSAT
survey</a></li>
<li class="li"><a class="xref" href="#topic_pzy_h2d_5cc">Activating or deactivating the
CSAT survey for a channel</a></li>
<li class="li"><a class="xref" href="#topic_h5b_j2d_5cc">Viewing and updating the standard CSAT business rules</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_rfv_l2g_wcc">
<h2 class="title topictitle2" id="ariaid-title2">Editing the CSAT survey</h2>
<div class="body">
<p class="p">You can make changes to the rating scale and follow-up questions for your CSAT survey
as needed.</p>
<p class="p"><strong class="ph b">To set up and send the CSAT survey</strong></p>
<div class="p">
<ol class="ol" id="topic_rfv_l2g_wcc__ol_tfz_z3t_3bc">
<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="topic_rfv_l2g_wcc__d8e1905" 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">Make changes to the <strong class="ph b">Rating scale</strong> and <strong class="ph b">Follow-up questions</strong>
sections as needed.<p class="p"><img class="image img-screenshot" id="topic_rfv_l2g_wcc__image_mtd_gvt_3bc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide-csat-activation-customize-survey00509.png" width="600"></p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>, then click <strong class="ph b">Back</strong> to return to the Customer
satisfaction page.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_pzy_h2d_5cc">
<h2 class="title topictitle2" id="ariaid-title3">Activating or deactivating the CSAT survey for a channel</h2>
<div class="body">
<p class="p">Activating a channel turns on the associated business rule to start sending the CSAT
survey to users in that channel. </p>
<p class="p">Deactivating a channel removes the channel and the accompanying business rules that
send the survey, but leaves the CSAT survey itself intact.</p>
<p class="p">If you want to completely deactivate and removed the CSAT survey, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7689997846554#topic_nwn_32d_5cc" target="_blank">Turning off the CSAT survey</a>.</p>
<div class="p">
<strong class="ph b">To activate or deactivate a CSAT channel</strong><ol class="ol" id="topic_pzy_h2d_5cc__ol_irs_gw5_jbc">
<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="topic_pzy_h2d_5cc__d8e1905" 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">In the Channels section, click the channel actions icon (<img class="image" height="18" id="topic_pzy_h2d_5cc__image_anq_4fv_jbc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide-csat-activation-channel-select-icon.0509.png" width="5">) for the channel, then
select <strong class="ph b">Activate</strong> or <strong class="ph b">Deactivate</strong>.<p class="p">To send a CSAT survey for
messaging, you must have <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409103246874" target="_blank">set up messaging</a>.</p>
<p class="p"><img class="image img-screenshot" id="topic_pzy_h2d_5cc__image_afn_xw5_jbc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Deactivate+channel+with+messaging.png" width="500"></p>
</li>
<li class="li">Click <strong class="ph b">Activate rule</strong> or <strong class="ph b">Deactivate rule</strong>.<p class="p">The channel is
either activated or deactivated and the channel status is updated to
either Active or Inactive on the Customer satisfaction
page.</p>
<p class="p"><img class="image img-screenshot" id="topic_pzy_h2d_5cc__image_wrs_xw5_jbc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Channels+with+inactive+displayed+2.png" width="500"></p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_h5b_j2d_5cc">
<h2 class="title topictitle2" id="ariaid-title4">Viewing and updating the standard CSAT business rules</h2>
<div class="body">
<p class="p">You can view and update the standard business rules associated with your active CSAT
channels to change the behavior as needed. Custom CSAT automations and triggers are
not displayed in the channels section of the Customer satisfaction page.</p>
<p class="p"><strong class="ph b">To view the rule for an active CSAT channel</strong>
</p>
<div class="p">
<ol class="ol" id="topic_h5b_j2d_5cc__ol_bsz_gbj_xcc">
<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="topic_h5b_j2d_5cc__d8e1905" 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">In the Channels section, click the channel actions icon (<img class="image" height="18" id="topic_h5b_j2d_5cc__image_rng_qbj_xcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide-csat-activation-channel-select-icon.0509.png" width="5">) for the channel you want
to view, then select <strong class="ph b">View rule</strong>.<p class="p">The business rule opens in a new
tab for you to view or edit. </p>
</li>
</ol>
</div>
<p class="p"><img class="image img-screenshot" id="topic_h5b_j2d_5cc__image_p52_21v_jbc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/messaging+view+rule.png" width="500"></p>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_wth_l3k_fcc">
<h3 class="title topictitle3" id="ariaid-title5">About the email automation for CSAT</h3>
<div class="body">
<p class="p">The Request customer satisfaction rating automation for email sends the CSAT survey 24 hours after the ticket is solved, and the user has 28 days to respond. You can update this
automation rule or you can configure your own using the {{satisfaction.survey_section}}
and {{satisfaction.survey_url}} placeholders.</p>
<p class="p">The Request customer satisfaction rating automation for email sends the CSAT
survey 24 hours after the ticket is set to solved. </p>
<p class="p"><img class="image" id="topic_wth_l3k_fcc__image_cqs_ckk_fcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/EmailAutomationPg_Jan325.png" width="600"></p>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_jln_jfd_5cc">
<h3 class="title topictitle3" id="ariaid-title6">About the messaging trigger for CSAT</h3>
<div class="body">
<p class="p">The Request customer satisfaction rating trigger for messaging presents the CSAT
survey when a ticket created through the Web Widget, mobile SDK, or social
channel is set to solved.</p>
<p class="p"><img class="image" id="topic_jln_jfd_5cc__image_xxq_rfd_5cc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/CSAT_view-rules_Messaging.png" width="600"></p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> The trigger action <strong class="ph b">Ticket &gt; Satisfaction | offered to requester</strong>,
which indicates that the survey request has been sent to the ticket
requester, does not currently work with messaging.</div>
</div>
</div>
</div>
</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/8054625864602",
"url": "https://support.zendesk.com/hc/en-us/articles/8054625864602",
"headline": "Managing your CSAT survey, channels, and rules",
"description": "You can manage your customer satisfaction survey by editing the survey, activating or deactivating channels, and viewing or updating the associated business rules through the admin center.",
"articleSection": "Measuring success",
"datePublished": "2024-09-20T08:52:25+00:00",
"dateModified": "2026-05-06T18:54:59.054424+00:00",
"inLanguage": "en-US",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/8054625864602"
},
"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"
}
}</script><script id="ai-summary-script">
//<![CDATA[
const ai_summary_style = document.createElement('style');
ai_summary_style.innerHTML = `#styled-article-body{padding:0 0 0}#article-body #docs-ai-summary{background-color:#f3f3f3;border:1px solid #d3d3d3;padding:10px 10px 6px;margin-bottom:16px}#article-body #docs-ai-summary #docs-ai-summary-toggle{font-size:.9em;font-weight:700;margin-bottom:4px;cursor:pointer;display:flex;justify-content:space-between;align-items:center}#article-body #docs-ai-summary #docs-ai-summary-toggle #up-triangle{margin-left:auto;padding-right:10px;display:none}#article-body #docs-ai-summary #docs-ai-summary-toggle #down-triangle{margin-left:auto;padding-right:10px}#article-body #docs-ai-summary #docs-ai-summary-content{font-size:.9em;padding-left:25px;padding-right:25px;margin-bottom:12px}`;
document.head.appendChild(ai_summary_style);

const toggleAISummary = () => {
const summary = document.getElementById("docs-ai-summary-content");
const upTriangle = document.getElementById("up-triangle");
const downTriangle = document.getElementById("down-triangle");
if (summary.style.display === "none") {
summary.style.display = "block";
upTriangle.style.display = "none";
downTriangle.style.display = "inline";
} else {
summary.style.display = "none";
upTriangle.style.display = "inline";
downTriangle.style.display = "none";
}
};

document.getElementById("docs-ai-summary-toggle").addEventListener("click", toggleAISummary);
//]]>
</script>
</body>