We would like to be able to customize the HTML template that appears when the second CSAT question is triggered following a negative response.
When the end user receives the CSAT by email, they can reply straight away, but if the response is negative, an HTML page appears that cannot be modified. The problem is that simple: this HTML format bears no identifying features of the institution, which may appear suspicious to the user. Furthermore, it gives a poor impression. This template should be customisable in line with the client’s brand image.
This is a recurring problem that occurs with every CSAT sent where the rating is not positive. I am not aware of any workaround.
The ideal solution would be for each client to be able to customize the template in terms of colours and font size, as well as by adding a logo and corporate images. But at the very least, it should automatically include the client’s logo, which Zendesk already has because it can be uploaded to any brand’s knowledge base.