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
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:
