Here is how to set up the csat survey in zendesk
- First in the Admin Center, click on the "Objects and rules" in the left sidebar
- Then click on "Customer satisfaction" under the Business rules section
- Next, click the "Get started" button to begin the set up
- Click on "Edit survey" button to configure survey settings
- Under "Scale type" menu, change the Headline question as you want
- Click on "Scale type" dropdown and select the one that suits you
- Then edit the scale range and the "Label" as needed
- Scroll down and click "Dropdown question" to expand it
- Next, configure the drop-down question that will be shown to users who submit a negative rating
- Scroll down to the "Open-ended question" section and type the question you want to ask users who provide a negative rating
- You can click "Delete", to remove this question from the survey
- Then, click on the "Save" button to apply your changes
- Next, click "Back" to return to the Customer satisfaction page to activate a channel for your CSAT survey
- In the Channels section, click the more option (three dots) next the channel you chose to activate
- Then click "Activate"
- Finally, click on "Activate rule" button in the confirmation dialog to confirm and complete the set up
