• Sidakarya 69

  • March 03, 2021 07:39

  Hello, I am inspired by your article, how happy I am to get the knowledge from your article, hopefully it will be useful knowledge in the future. thank you

• Dawn Anderson

  • May 24, 2021 13:18

  Hi,

  When a customer rates negative on email csat they can choose from one of preset reasons, is there a reason this is not available on chat please?

• Dave Dyson

  • June 05, 2021 05:20

  Hi Dawn,

  I don't know that I can answer the "why" question aside from it's just not something that's been prioritized, but here are a couple of workarounds we can offer -- both rely on the Chat-Support ticket integration.

  The first solution could be to turn off the CSAT option in Chat and rely on the Support trigger to send the CSAT survey on the ticket created automatically from the chat after it ends.

  The second option could be to keep the CSAT rating option turned on in Chat and create a trigger in Support to send a followup on the ticket when the ticket channel is Chat and the rating is bad. This would give you and the customer the option to followup on the negative rating.

• James Byrne

  • January 11, 2022 15:49

  Hi,

  Is it possible to add a tag when a chat rating is received in Chat?

• Jason Schaeffer

  • January 13, 2022 23:07

  Zendesk Customer Care

  Hi James,
  
  A Good Satisfaction within chat will not automatically add a tag. However you could create this tag and then when a Good Satisfaction is s received you can create a shortcut that would add the Tag to the Chat. You can find more about that below:
  
  Setting-up-chat-tags
  
  I hope that helps!
  
• Benjamin

  • April 07, 2022 07:46
  • Edited

  Hi,

  I implemented this chat (classic) on android and ios mobile app. and I realized that this satisfaction rating will not automatically sent to user when the chat end, but our agent need to click the "Request Rating" button.
  
  The question is :
  1. Can we automatically send the request rating when the chat ends ?. just like on web widget classic
  2. let's just say the first question can't be done, can I change the satisfaction field toOfferedwhen the agent click the "Request Rating" button ?. because when i click the "Request rating" button, and the user didn't choose any rating, the satisfaction field remainsUnoffered. So it's difficult to us to get the number of percentage of response rate
  Total Responded Survey / Total Survey Sent.
  
  Or, can we make this click on "Request rating" button a Condition on Trigger so we can change the Satisfaction field with a trigger when agent clicked that button.
  
  Thank you

• Dane

  • May 11, 2022 01:57

  Zendesk Engineering

  Hi Muhamad,
  
  Based onEnabling and viewing chat rating the rating should be sent whenever a chat has ended or set to Solved by the agent. If the behavior on your end is different,contact support directlyand we'll be glad to help.
  
• Benjamin

  • May 11, 2022 02:51

  Hi Dane,

  Thank you for the response.

  Yeah, I mean, on the Web Widget (Classic), the End-user can see the rating on top ridge side and after the chat ended.

  But this behavior won't work on mobile application.

  as we can see, the widget is like this.

  

  

  

  No rating requested from the agent.

  How to automate this rating when chat ended or how to show the rating just like on the web.

  Thank you

• Jess Hargett

  • June 02, 2022 20:55

  br之间是否有办法区分小部件ands,; turning off one rating ability and leaving the other on. In our case, one team often follows up after chat is ended so we want to wait to have the ability to rate it until the issue is resolved. The other team is more transactional.

  Thank you!

• Dion

  • June 06, 2022 16:59

  Zendesk Customer Care

  Hi Jess,
  
  Each brand will have its own messaging widget and flow builder which you can customize. If you you do not want to have the survey enabled for one of your brands, you can simply deactivate the survey trigger or customize the survey trigger and include the condition brand > is not > (brand name) like this:
  
  
  
  有关更多信息,请参阅这些文章:
  Enabling Web Widgets for multiple brands
  Disabling CSAT in messaging
  
  Hope this helps!
  
  Dion
  
• Dave Jensen

  • January 10, 2023 21:27

  Is it possible to allow the visitor to rate the chat only when the chat has concluded? We're hoping to disable the rating option that is visible and able to be clicked throughout the chat and only allow it to populate once the agent or visitor has ended the chat

• Gabriel Manlapig

  • January 17, 2023 02:33

  Zendesk Customer Care

  Hi Dave,
  
  We did find one option that might or might not be what you had in mind for hiding the CSAT offering during chats. Using thisAPI call, you can set the rating to false, which would hide the rating during the chat itself.
  
  Here's what that API code would be for this use case:
  
  

  zE('webWidget', 'updateSettings', {
  webWidget: {
  chat: {
  profileCard: {
  rating: false
  }
  }
  }
  });

  
  This allows CSAT Rating to only populate once the agent or visitor has ended the chat. I hope this helps!
  
  
• shelley

  • June 21, 2023 04:00

  As per the comment in this article "Agents can choose to prompt visitors to leave a rating..." is this possible if using the classic web widget in AWS? If so where is this option located in the ticket?

  

• Joyce

  • July 07, 2023 11:46

  Zendesk Customer Care

  Hello Shelley,
  
  The thumbs-up in the composer in Agent Workspace is the rating icon to prompt visitors to leave a rating during the conversation.
  
  
  You can also visit the articleServing chats in the Zendesk Agent Workspacefor more information.
  
  Hope this helps!
  
  

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