Zendesk Global SSAT

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On this page

• Overview
• Criteria for SSAT being sent out
• End-user experience when the SSAT survey is sent
• Feedback to gitlab issues

Overview

As per Zendesk

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.

End-user experience when the SSAT survey is sent

Once the SSAT automation runs on the solved ticket, the user will receive the SSAT survey email where they can rate their support experience directly from the email message. A sample of this would look like:

Once the user clicks either of the two satisfaction links in the email message, the rating will be submitted and they'll be redirected to another page where they can add a comment about the rating if they'd like.

In the event the user selects the Bad, I'm unsatisfied link, 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:

• SSAT::Issue Creation::When reason is ‘No reason provided’
• SSAT::Issue Creation::When reason is ‘Not Helpful’
• SSAT::Issue Creation::When reason is ‘Not Resolved’
• SSAT::Issue Creation::When reason is ‘Other’
• SSAT::Issue Creation::When reason is ‘Product’
• SSAT::Issue Creation::When reason is ‘Timely Manner’
• SSAT::Issue Creation::When reason is null and they leave comments