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Noriko
Noriko
March 17, 2024
Accepted

CSAT Customization

Related products:Analytics
  • March 17, 2024
  • 16 replies
  • 80 views



  1. Currently CSAT supports only 2 binary scale " Good " or " BAD" as default even though we set it on a 5 -point scale on Zendesk. so, we would like to request a feature to use a 5 point scale without using the survey monkey tool .

  2. There is no "neutral" option on CSAT rating.  The satisfaction ratings are designed to be positive or negative. Rating “3 “ should be “Neutral”. We would like to request make option “ Neutral” when the rating is “3”.

 

 

      16 replies

      Show previous replies
      MattRussell
      MattRussell
      Contributor
      June 12, 2025

      Hi Zendesk Team.  I see this is tagged as “Planned” 
      Any indication on a quarter of half of year when this might be delivered?

        Shawna James
        Shawna JamesCommunity Manager
        Community Manager
        June 13, 2025
        Thanks for your question Matt. The Product team does not have an estimate at this time for when we can expect this to be delivered. Should that change we will inform you as soon as we are able. Thank you again!
        Agata11
        September 16, 2025

        Hi Zendesk Team, 

        any updates regarding the timeline for the developments?

        Also for future releases, how can we ensure to be informed of new developments NOT supported with your reporting solution upfront? 

          Shawna James
          Shawna JamesCommunity Manager
          Community Manager
          September 18, 2025
          Hey Agata! To stay on top of product releases please visit our What’s New page in the Help Center. That space will have lots of helpful information to understand what we have released in our product suite. Thank you!
          System16
          October 2, 2025

          Zendesk customers would prefer to choose if “3” should be neutral or to keep it as negative

           

          Highly recommend adding this feature ASAP

            MathanKumar
            Newcomer
            September 1, 2026

            Yes, I would like to have the report display the CSAT ratings and corresponding ticket counts, for example:
            1 – 20 tickets, 2 – 5 tickets, 3 – 5 tickets, 4 – 200 tickets, and 5 – 1,000 tickets.

            This would help us better understand the rating distribution and improve the AI Agent response flow accordingly.

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