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New CSAT functionality lacking features

Related products:Support
  • August 1, 2025
  • 4 replies
  • 1 view
E

We were excited to see the new functionality allows for the survey to be available for 28 days, even after the ticket closes.  Upon implementing it, we found two issues that we would like to see corrected:

 

1) In a ticket, you can no longer see the customer comment under the rating at the top of a ticket like you could with legacy.  It is frustrating to have to open events just to see the comments in the new version. (it should also show the reason for a bad CSAT under rating)

 

2) When you set up a notification trigger for when a bad CSAT is received, there is no placeholder available for the Reason selected in the dropdown.  Please make a placeholder available for {{satisfaction.current_reason}} in the notification body of a trigger.

 

Thanks!

    4 replies

    Shawna James
    • Shawna JamesCommunity Manager
    • Community Manager
    • August 4, 2025
    Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
     
      L
      • Lars16
      • September 26, 2025

      We would like to have a place holder for the “comment field" so we will be able to push that text to agents in an. email… Instead of the workaround where, the agent has to go to the ticket and and open events and then read it.. 
      and even better if the comment field can be showede in their views!

        S
        • Sylvester
        • September 26, 2025

        We need this as well. Its silly its only displayed in the “events” tab and not able to show in notifcations to the agent for instance.

        Betti
        • BettiProduct Manager
        • Product Manager
        • February 18, 2026
        Thank you so much for taking the time to provide us with your feedback here. I understand the request however at this time we are not able to commit to prioritizing this feedback. 
         
        Regarding the visibility of customer comments and the reason for bad ratings: we understand how frustrating it is to have to open the events tab to see this information.
        The reason the comments and reasons were removed from the ticket header is that we were preparing for an upcoming UI change. 
        With the new dynamic CSAT surveys, the system doesn’t inherently know what each dropdown question references—it only recognizes the question title.
        This makes it challenging to display a simple “reason” line, especially as we plan to support surveys with multiple questions in the future.
        Showing all responses at once could overwhelm the UI if there are many questions. We need further product design input to determine a scalable way to surface this information clearly when surveys contain more than a few questions, we can look into this, but not commit, that this will be on the roadmap.
         
        On the notification triggers and placeholders, the limitation is similar. The current trigger system and Liquid template placeholders don’t support dynamic or parameterized helpers that would allow referencing specific question answers flexibly—for example, something like is unfortunately not possible today. This restricts our ability to include detailed survey responses in notifications.
         
        At this time we are going to close this post for comment and mark it as “Not Planned”. If you are interested in learning more about this and other features being built please make sure to check out our Community events and Zendesk Updates. Thank you again for your feedback and we appreciate you being a valuable Zendesk Community member.
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