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.
Currently, Zendesk US Federal 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:
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. As not every manager can access the tickets these are about, they are tagged to specify they are for US Federal tickets.