Here is how to edit the csat survey in zendesk
- First in the Admin Center, click on the "Objects and rules" icon in the left sidebar
- Then click on "Customer satisfaction" under business rules
- Click on the "Edit survey" button in the main content area
- Click on the rating scale dropdown arrow to expand the options
- Edit the "Headline" field to set the survey prompt text, select your desired "Scale Range" , choose the "Scale Type" , and then configure the "Labels" for Ratings according to your preference
- Click on the "Dropdown question" dropdown to expand it
- Enter the text for the Headline to ask users for more details on their negative rating
- Click the "Add option" button to add new options
- Scroll down to "Open-ended question" and enter the question in the "Headline" field
- You can click on "Delete" to remove this question from the survey as your preferences
- Finally, click the "Save" button in the bottom right corner to save changes
