Last month Zendesk released their new Customizable CSAT feature. This replaces the old thumbs up/down customer satisfaction score with a more powerful version that allows for different rating scales (2, 3 or 5 choices) and you can choose emoji, text or numbers to display the available options.

When enabled this new scoring method will replace the old voting system in both your emails and messaging conversations, giving customers more options to give their feedback.

Overview of the new Customizable CSAT for Zendesk

The new Customisable CSAT for Zendesk has arrived, finally allowing you to change your rating scale, choose emoji, numbers or labels, and customize your follow-up questions. This article contains an initial overview of the new feature, and shows how it works with existing API integrations.

Internal NoteThomas Verschoren

There is however a limitation. For now, the Agent Workspace does not reflect these new options, and will still show the old rating for your agents. Similarly Zendesk Explore also shows the old rating system. The system does this by converting the new scoring system back to a binary good/bad.
For example if you give the option a scale of five options, the first three will be counted as negative, and 4/5 are counted as positive feedback.

For now, there's no native way to show the new rating for your agents, but there is however an API available that makes the new scoring available!

Customizable CSAT API

The old CSAT ratings are available as data under the Ticket API endpoints. The new survey responses are moved under the Help Center APIs and are available via an API call to GET /api/v2/guide/{locale}/survey_responses/{id}

Survey Responses

Developer documentation for products at Zendesk

Zendesk Developer Docs

Getting that id however is not that easy to do. It doesn't respond to a ticket id, but will require a custom id for your survey.