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Dj10
December 16, 2022
Question

CSAT disabling and reporting

  • December 16, 2022
  • 1 reply
  • 23 views

We are looking to disable the out-of-the-box CSAT functionality and use a different system that will push a survey to Zendesk.  How will this affect reporting in Zendesk?  Will we still be able to report on survey results?  What is the impact of turning off satisfaction?   

    1 reply

    Anne17
    Anne17Employee
    Employee
    December 20, 2022
    Hello,

    in this case, it depends on the information that the 3rd party that you will be using is pushing to Zendesk.

    Once you disable the native function within Zendesk, the system will no more collect this data. Therefore, when switching to a 3rd party, you will have to check, if details such as Tags or ticket fields might be giving the details of the rating to Zendesk.

    That being said, you can only report on the information given to Zendesk and it is up to the 3rd party system that you will be using, to provide useful information that can then be turned into a report.

    We can only give information and details on the native system of Viewing your CSAT (customer satisfaction) score and ratings and assist with Explore recipes such as: Reporting on customer satisfaction by agent; or Determining satisfaction scores for your agents.

    I would therefore also suggest you reach out to the 3rd party provider, to see if they have the option to create a report in Zendesk or if they suggest using another external tool for it.

    Should you still be unsure, please feel free to also open a ticket with Zendesk Support, so that we can take a closer look at your use case.

     

     

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