Zendesk Global SSAT

Maintained by:

Overview

One of Zendesk Support’s most popular features is our built-in customer satisfaction survey. Customer satisfaction allows you to track how well your agents and customer service organization as a whole are performing on a ticket by ticket basis. Because of our simplified approach, on average our customers see a roughly 21% response rate - which is fantastic! Zendesk Support provides some great defaults for the survey, but we get a lot of questions about how to further customize the customer satisfaction experience.

Criteria for SSAT being sent out

Currently, Zendesk Global sends out surveys to all solved tickets, unless they contain one of the following ticket tags:

spam_ticket - means the ticket was marked as spam
free_customer - means the ticket is from a non-paying user
com_embargo - means the ticket pertains to US Sanctions/embargos
csat-survey-sent - means the SSAT survey has already been sent out

This is done via the automation SSAT::Survey::Send out survey.

What questions are asked?

In the event a user indicates they are not satisfied, we ask them to specify a reason for the dissatisfaction. The options available are:

The issue was not resolved
GitLab doesn't meet my needs
The answer wasn't delivered in a timely manner
The answer wasn't helpful

Feedback to gitlab issues

As part of the SSAT review process, we have several triggers in place that convert the responses into GitLab issues in the Customer Feedback project. The current triggers are: